Date: Mon, 24 Apr 1995 20:44:38 -0700 From: "Jordan K. Hubbard" <jkh@freefall.cdrom.com> To: Brian Tao <taob@gate.sinica.edu.tw> Cc: core@freefall.cdrom.com, hackers@freefall.cdrom.com Subject: Re: E-mail/phone support for FreeBSD Message-ID: <10693.798781478@freefall.cdrom.com> In-Reply-To: Your message of "Tue, 25 Apr 95 10:46:53 %2B0800." <Pine.BSI.3.91.950425104219.26854B-100000@aries.ibms.sinica.edu.tw>
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> On Wed, 19 Apr 1995, Jordan K. Hubbard wrote: > > > > Support Mgr[10]: vacant (possibly PAY someone) > [...] > > [10]. Handles technical support questions over the phone and in email. > > Makes sure that customer complaints are dealt with in a timely > > fashion. Since this is a horrible job, we probably should pay someon e > > to do it as soon as that's possible. > > One person to handle worldwide phone and e-mail support for > FreeBSD in a timely fashion? You must be joking. If you're not, then > FreeBSD's user base is a lot smaller than I thought. I like the idea, > but I can't see hiring one person as being an effective solution. They would do for a start. I think you miscalculate the percentage of user base that actually calls for tech support. Linux is huge, and we only get between 30 and 40 calls a day.. One person full-time can easily handle that and we're nowhere near as big as Linux. This goes double if they also put some time into implementing better mail robots, an answers-by-FAX system, a more usable WWW based FAQ, etc. Jordan
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