From owner-freebsd-chat Fri Jan 17 22:07:17 1997 Return-Path: Received: (from root@localhost) by freefall.freebsd.org (8.8.4/8.8.4) id WAA25270 for chat-outgoing; Fri, 17 Jan 1997 22:07:17 -0800 (PST) Received: from echonyc.com (echonyc.com [198.67.15.2]) by freefall.freebsd.org (8.8.4/8.8.4) with ESMTP id WAA25265 for ; Fri, 17 Jan 1997 22:07:14 -0800 (PST) Received: (from benedict@localhost) by echonyc.com (8.8.4/8.8.3) id BAA10515; Sat, 18 Jan 1997 01:07:08 -0500 (EST) Date: Sat, 18 Jan 1997 01:07:07 -0500 (EST) From: Snob Art Genre To: "Sean J. Schluntz" cc: chat@freebsd.org Subject: Re: FreeBSD into larget corp. environment? In-Reply-To: Message-ID: MIME-Version: 1.0 Content-Type: TEXT/PLAIN; charset=US-ASCII Sender: owner-chat@freebsd.org X-Loop: FreeBSD.org Precedence: bulk On Fri, 17 Jan 1997, Sean J. Schluntz wrote: > > The call would come in to a 'first level' person, who would take down all of > the various information about the person who was calling in (Call back if the > call gets lost, CC info or support contract number.), the system information > and the problem that they are having. > > At that point the tech should have a clue if this is something that they can > take a shot at. If it is they can do a system look up on the problem and if > they have any good info pass that on to the person ('Easy' stuff that is > already documented. ) if they can't get the info they could tell the person > that some one will get back in touch with them in the next hour (Or what ever) > and the go to a look up sheet. > > The look up sheet would be a list of FBSD coders and techies who want to make > a bit of extra money. For each of them would be a list of contact numbers, > times they are available and what areas they know about. You would then > contact one of them and give them the information about the problem. They > would contact the customer and help them with the problem. After it was > resolved they would 'report back' via eMail form or something else so we know > the resolution and can put it in the database. > > If they don't know the resolution they can bring someone else in as well. > There are many other things you could do to stream line it all and such. > So in other words, the customer sends a recursive problem-resolution request to the first-level tech, who can then look up and send non-recursive requests to any more advanced users who are authoritative for that type of problem. Reminds me of something, I can't think what. :) > > -Sean > Ben