New Support Policy: Reality & Myth

[kgroneman]

Hey guys. I'm sitting here reading through the "upcoming support changes"
thread with some consternation and some amusement. (I laughed out loud at
the leeches reference. ;-)

I understand the frustration of what you believe to be happening, but I
also want to ensure the facts are known because there is a lot of info
being tossed around that isn't exactly "truth". No, you definitely won't
need maintenance to attend BrainShare (that one made me laugh too!) If
you've been around here a while, you know me and know I'm straight up with
you.

Here's the deal, and feel free to ask me questions about it.....I'll find
the right people to answer them:

From what I'm reading, most of you are OK with the patches for enterprise,
non-open source products being available only to customers with
maintenance. I don't think many argue with that change. Let's talk about
the knowledgebase.

FACT: Only about 8% of the TIDs in the knowledgebase will be closed off
for entitled customers. Those are the TIDS for the products under "General
Support" ( Product Support Lifecycle ). All other TIDS will
remain open to the general public. As products move from general support
to extended and self support, all TIDS will become public.

FACT: If you have a maintenance contract on *any* product, you will have
full access to the knowledgbase without restriction.

What specific questions can I help get answered for you? Comon
now...serious questions. They can't include the word "braindead" ;-)



--
Kim (9/22/2009 9:27:32 AM Mountain)