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This doesn't really apply to support. With support, there is generally 1 engineer assigned to one customer for the life of the case. If a patch is needed, a sof

by op00to 3y ago

This doesn't really apply to support. With support, there is generally 1 engineer assigned to one customer for the life of the case. If a patch is needed, a software maintenance engineer may be added. You can't throw extra people at a support case and expect it to complete faster. You can, however, throw more people at a support TEAM and handle more cases.

aaomidi 3y ago
So Rocky needs to assign a single engineer to NASA support then. How does 19,000 people help with that?
- edgyquant 3y ago
  Because surely they have other customers than these three workstations.
  - leocrat 3y ago
    It's not 3 workstations, it's 3x per person support.
    - edgyquant 3y ago
      Point still stands, when you have an 80 man team you can’t have many customers who require your undivided attention.
- linuxdude314 3y ago
  That's typically what RedHat does... If you're a big account you get your own Technical Account Manager (TAM) and a dedicated support engineer. This is like bread and butter for anyone with any experience in enterprise. How is HN so green in this regard?
  - aaomidi 3y ago
    No I'm saying if you're assigning *a person to a contract* Rocky can easily do that too.