/* sirbruce@ix.netcom.com [sirbruce@ix.netcom.com] writes: */
In other words, Network Appliance implemented autosupport without committing to the staffing necessary to support all of the events generated. [...]
Ouch!
Bruce, while I think many can appreciate your critical response, I'm one that believes the right to criticize should come with the obligation to praise.
NetApp is one of the few vendors that participates in an open forum such as this mailing list and we all benefit from that. That is not to say we shouldn't be critical of them.
Not to start a debate or war of words, but you said:
Furthermore, the customer information is not going to be kept up to date by many sites. IT professionals have too much to do as it is; one reason why *you* are paid for *support* is so that *you* do some of that work. It is not unreasonable for support to try to keep their records updated.
I agree, we do pay support/maintenance fees for a reason; however, I don't think that reason is for them to keep tabs on my configuration, location, and in context to this particular discussion contact information of the filers I have. Don't get me wrong, NOW is pretty deficient as far as accuracy and the ability to help NetAppp keep good records, but that is another issue entirely.
Sure, they are paid support, but I can't speak for your shop, but IT professionals that work for me are paid too, and I expect my admins to keep their information up to date. If my staff doesn't know more about the state of our equipment than NetApp, then I have the wrong people working for me.
(Know anyone that could help us with this project? :-).
As to who can help you, you're in the heart of Silicon Valley... look out the window and wave some stock options around. Or consider offer existing personnel additional incentives to do the task. (Why do we have to tell you this?)
Geez... perhaps you missed the smiley afterwards. I think you took his statement a little too literally.