I have to agree that it isn't of value. We are simply to diverse of an audience, and we simply cannot quantify what the 'PLC Talk' support needs actually are, let alone compare that to what we are receiving. While I appreciate the attempt at creating a standardized feedback questionnaire, without a community understood baseline response questionnaire it's all muddy.
I feel we can be hypocrites at times, if we get a phone call from a customer who needs support most likely the first response is "Do you have a PO?". I have worked in companies who also propose a retainer for high availability support. Some customers pay for that, others feel they should't pay for it. Of course when they need support, it should just be 'free'. Good clients understand that services have a value, poor clients don't. Poor clients move down your priority list while the good ones move up.
How we can expect different from our vendors has always been a mystery to me. If that extra cost ensures there are people available to help me be successful then I'll pay it.
I feel we can be hypocrites at times, if we get a phone call from a customer who needs support most likely the first response is "Do you have a PO?". I have worked in companies who also propose a retainer for high availability support. Some customers pay for that, others feel they should't pay for it. Of course when they need support, it should just be 'free'. Good clients understand that services have a value, poor clients don't. Poor clients move down your priority list while the good ones move up.
How we can expect different from our vendors has always been a mystery to me. If that extra cost ensures there are people available to help me be successful then I'll pay it.