In article <[log in to unmask]>, Alice Grant
<[log in to unmask]> writes
>For the LASSI Project, we made UK-based support a contractual requirement.
>I think it has been a critical factor in the success of Multi MIMSY and
>would be keen for any supplier to provide this where possible. Some things
>are so much easier to deal with on-site, regardless of the goodwill,
>professionalism and experience of the developer (and I know that Bil Vernon
>and his team have a very good reputation).
>
>Alice
I agree with Alice's comments about Bill Vernon. For the record, Vernon
Systems do now provide UK based support via Atargo Networking.
The point made elsewhere about remote access is important: my main
experience in providing distance support dates back to the late 1980's
when providing help for regional branches of the Ford Motor Credit
Company. The ability to log-in remotely and see what was going on was of
crucial importance, although there was also a need for telephone
contact. This is inevitably very much more expensive when dealing with
foreign based support (which we also supplied). Very few difficulties
required site visits- these were always hardware problems. However, the
approach of a multinational company in the finance industry over ten
years ago cannot compare with museums today, not just because of the
different difficulties but also because of the new opportunities.
mda: Supporting Cultural Information Management
Matthew Stiff
Standards Manager
mda, 19 Riverside Road, Oxford, OX2 0HT
Tel: +44 (0)1865 200561
Fax: +44 (0)870 054 7783
e-mail: [log in to unmask]
URL: www.mda.org.uk
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
|