What can expect or demand from technical support.

[mduke]

Coming from the AS/400 platform I'm fairly new to the NT/W2K enviroment. One of my first responsibilites is to find a backup/recovery solution for several W2K servers. So far I've brought in Arcseve 2000 and Backup Exec 8.6 for evaluations. While I've been able get through the basics on both products I'm vary concerned with the level of ongoing technical support I can expect from either vendor. As I read through the various threads on this forum and on one related to Arcserve 2000 I can't help but ask the question "why can't the technical support group for this product resolve this". Am I being naive in thinking this way? Is the quality of the technical support groups such that these forums are the best bet for getting a resoluiton. Assuming both products are acceptable in functionality, does anyone have experience with both support groups that they could recommend one product over the other based on this.

 

[robald]

If you don't purchase a technical support package, then this might be one of the few available channels to use. I purchased Veritas support and have been reasonably satisified with the assistance I receive.

 

[IHUDDLES]

One issue per Incident Number.

Oh, yes, we told you how to BACK UP from that server in Incident # 456789 -- so now ya wanna RESTORE from it, eh?

Well, BOTH of yer "free two call-packs" are used now,

so let's have that Credit Card Number...