**
Friday musings

This kind of brings up one of the strange paradoxes of the 21st century.

At the turn of the 19th century, business communication still relied heavily on the written word, thus things like grammar and spelling were highly regarded and highly required.

As the 20th century moved along, less and less reliance was placed on the written word and more on the spoken word.

But near the end, we have this newfangled invention - E-mail....the written word is back!

BUT

Because this particular form of communication allows instantaneous exchange of information, we place less emphasis on how we say things. People use a myriad of ways to lessen the number of words/letters that they have to type. We end up with communication that is nothing like it's predecessor from the early part of the 20th century!

Pat, I'm with you, e-commerce is responsible for killing the English language, these companies are just going to have to learn to interpret what we mean!

Progress...not always very elegant.

God I hate Friday afternoons...they never end!

Warren R. Baltimore II
Senior Systems Analyst
Information Systems
The Ohio State University Medical Center
1375 Perry St.
Battelle 13-1-125
Columbus, OH 43201
614-293-2315
baltimore-1@medctr.osu.edu

>>> Patrick.Zandi@RL.AF.MIL 1/17/2003 1:13:56 PM >>>
I agree with that... My Email's are less than desirable... =8-P
Seems to me - conforming to Customers Needs is something that is a Must
though...
Not wants... Needs... =8->

-----Original Message-----
From: Rick Cook [ mailto:rcook@DENALIAI.COM]
Sent: Friday, January 17, 2003 12:56 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Sorry, Pat, but having seen your emails, I can see why a phone call would be
more efficient. 8P In my case, it's usually the opposite - I can be more
structured and thorough in an email than I can in a phone call.

Of course it helps speed the process when one has asked enough questions to
Support to be able to know what information they are going to need (platform
info, what you've tried, etc.) without making them ask for it.

Rick

-----Original Message-----
From: Zandi Patrick S TSgt AFRL/IFOSS [ mailto:Patrick.Zandi@RL.AF.MIL]
Sent: Friday, January 17, 2003 9:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Claire,
My Original posting is being cleared as I type,
However.. I have talked to many of the Customer support folks at
remedy.. This is the Consensus ...We can solve more tickets without an ONLY
Email platform... (For Basic) You cannot properly type out your situation
with the correct results via Email. I can explain what I need in 2 min, it
takes me sometimes 8 emails over a 2 month SPAN of time And they finally
call and it is then solved in 10 Minutes.. This is a bit Overkill in
Administrative headache. I would allow phone calls to Basic customers, NOT
incoming but from us (Remedy support) only.. If they are not there, leave a
message... They somewhat do that now.. But this 4 ~ 12 Email Over Weeks is
ridiculous. I know I have to Sleep/ Work on the EAST COAST TIME (Often get
phone calls between 5:30pm and 7:30pm ?)/ Go to the Bathroom / Lunch and
Coffee... =8-) But call me where I am in...

-----Original Message-----
From: Sanford, Claire [ mailto:ClaireSanford@MHHS.ORG]
Sent: Friday, January 17, 2003 11:20 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


No, I don't want someone to call me... I am happy with Remedy Technical
Support and the service I receive from them. As a matter of fact, I
recommend them!

But, what is a support "profile"?

Claire


-----Original Message-----
From: Bradford Bingel [ mailto:bing@ITM3.COM]
Sent: Friday, January 17, 2003 1:36 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Sorry for the delayed response -- I've been at "Remedy Charm School"
(training) for the entire day/evening and just now getting caught up.

I'd suggest contacting your current reseller (from whom you've previously
purchased licenses) and ask what they can do for you. Some resellers may be
more willing to help than others. And as I mentioned earlier, very few will
be able to discount support, and even then, only under certain
circumstances. (The real reason to use a reseller is you'll likely receive
more attentive service and assistance in reviewing your support "profile".)

If you purchased all your licenses directly from Remedy, you should direct
all questions to the Remedy renewals team member listed on your invoice.

And Edward Earl Brown is correct -- no matter from whom you purchase/renew
support, all services are ultimately provided by Remedy.

Non-Remedy-authorized support for your Remedy applications? I get the
willies just thinking about it . . .

-- Bing

-----Original Message-----
From: Action Request System discussion list(ARSList)
[ mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Shawn Stonequist
Sent: Thursday, January 16, 2003 4:52 AM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Bing,

Do you know of any that would support the Chicago land area? My company is
considering renewing and Remedy's prices are somewhat high for our small
company tastes- it would be nice to be able to have some options. Aside from
not being Remedy itself, are there any other drawbacks to receiving
non-Remedy support?

Shawn
-----Original Message-----
From: Action Request System discussion list(ARSList)
[ mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Bradford Bingel
Sent: Thursday, January 16, 2003 00:49
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


**
Some Remedy resellers are still able to offer support contract renewals,
though discounts are extremely rare. Also, partners tent to be more
responsive than Remedy direct (sorry, Remedy!), and a good account manager
will help review your support "profile", make sure you understand every line
item, and suggest ways to further reduce costs. (Personally, I've already
walked a few customers through this process, and would be happy to help you
as well. Call!)

-- Bing

Bradford Bingel ("Bing")
ITM3 - San Francisco Bay Area
bing@itm3.com (email)
925-260-6394 (mobile)

-----Original Message-----
From: Action Request System discussion list(ARSList)
[ mailto:ARSLIST@ARSLIST.ORG]On Behalf Of Scott Hammons
Sent: Wednesday, January 15, 2003 12:25 PM
To: ARSLIST@ARSLIST.ORG
Subject: Re: Official Remedy Support Contract


Charles,

I just went through this process. Remedy is taking control of all support
contracts. You won't be able to get quotes from anyone else.

Scott


-----Original Message-----
From: Action Request System discussion list(ARSList)
[ mailto:ARSLIST@ARSLIST.ORG] On Behalf Of Charles Lowe
Sent: Wednesday, January 15, 2003 1:42 PM
To: ARSLIST@ARSLIST.ORG
Subject: Official Remedy Support Contract


Just curious, anyone every bid this out and got a lower cost than direct
from Remedy?

"There are no boundries for those with imagination and the ability to wield
it."

Regards,
Charles Lowe, Remedy Analyst
IT - Enterprise Technology & Operations
Royal Caribbean International & Celebrity Cruises
Phone (305)982-2937 Cell (786)218-0027



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