Hi All
I'd just like to chip in at this point
>At the National Galleries of Scotland we have nearly 9 years experience of
>dealing with overseas systems support (Willoughby's), and during that time
>we have had many problems with the slowness of communication (we're talking
>years, not weeks!) and lack of response. The time difference between here
>and the States has often been used as an excuse for these problems, but I
This was a valid reason pre-Internet, as we were until 1995 at the Ulster
Museum, but not now, for any institution, no matter how small.
>think basically the fact that we are so far away means that we are out of
>sight and out of mind. Equally, when one of their representatives has made
>an on-site visit this has been a major operation and usually quite
>expensive.
This has been the case also for the UM. Having someone onsite to fix
problems means ~UKP500 per day plus expenses, usually, not someting one
would want to repeat too often.
>However, we have seen some improvement with the spread of e-mail, and our
>recent experience of UK-based support (Hyder) is much more encouraging. I
That is most encouraging to hear, as we are hoping to move to MultiMimsy in
the near future.
>would say this is absolutely essential for anyone who wants to make full and
>effective use of any system.
I would partly agree with that. If the system one has does not allow for the
support company to remotely access it it is imperative. If the support
company can log in then it may not be necessary. I think the commitment of
the company concerned is vital however, in either case.
Michael Comiskey
--
Michael Comiskey, System Manager, Registry, +44 (0)1232 383 092
Ulster Museum, Belfast, N. Ireland BT9 5AB
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Usual disclaimers apply. I do not speak for the Ulster Museum.
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