Topic: An idea for tech support...

[Colin Mattoon]

I bought the $40.00 media package without support and, all-in-all I have been astounded at how smoothly the system works.  I was leery at first, because e-smith chose RedHat 6.0 for their platform -- and I have a couple of AMD-K6 machines that almost refused to allow installation of RedHat 6.0 -- exiting the installation with signal 7 errors.

Yet I'm using one of those two machines as my e-smith server -- broken serial port and all.  Just because I couldn't believe my own eyes, I installed the e-smith server on three different Pentium class machines several different times, just to be certain my initial success wasn't a fluke.  It didn't fail once.  Except for one incident in which I forgot what I was doing, and specified the first serial port for my modem, after having installed a new modem on the second port to test it, e-smith installed and successfully established a ppp connection to my ISP the first time and every time.

Astounding...but enough babble: Here is my suggestion for commercial support.

Check out the support forum at http://www.linuxcare.com.  In that forum, people can ask questions of self appointed experts and pay for those questions with "points."  The points are accumulated over time.

In addition, one may "purchase" previously asked and answered questions for a reduced "price."  In the case of linuxcare, no money changes hands, because it is based on points, but the concept is similar to what I suggest for e-smith.

e-smith could continue to offer their standard support options, but then add a web page for posting individula questions to be answered for a fee -- payable by credit card via the secure server.

The answers would be provided by e-smith's in-house experts, for say $50.00 per answer.

The previously asked questions would be posted and the answer purchased for a discounted fee...perhaps $25.00 per question.


After a few months of posting, enough previously asked questions would be available that e-smith would be providing virtual 7 day 24 hour support for a fee, while still maintaining civilized office hours and working conditions for their owners and staff -- something that is critical for avoiding burn-out in a small business.

And, for small companies like ours, this would be easier to justify than the annual support contract -- plus the ready availabity of answers would  would increase the likelyhood that we would purchase new media packages on line the moment new versions become available.

I looked at the "e-smith's customers" site.  Looks like the majority just purchase media and no support.  Here is a way to develop real residual income from tech support and to provide service to us as we need it.

Sorry for the long winded diatribe...but this concept really looks like it will work -- I'm considering doing the same thing at our company to provide support for our two-way radio customers.

Colin Mattoon

[Kim Morrison]

Colin,

Hmmm, interesting idea!  Thanks for the post!

First of all, thanks for the praise and support.  All of the people who have worked on the e-smith distribution have put so much work and thought into it - it is INCREDIBLY satisfying to have it appreciated.

What you've suggested in your posting is an elegant example of incident-based support. We've been hesitant about incident based support in the past because we feel that the incentives are wrong - it's less satisfying if your organization depends on there being problems in order to generate support revenue...  

With a flat rate support contract, the incentive is to have as error-free a product as possible because whenever there is a support call, it eats into your margin.  We felt that that incentive system was more appropriate for e-smith.

However, the fact that you, a customer, has suggested it gives me pause for thought.  

It is true that more of our customers purchase media than support - about a ratio of 10 to 1.  That has seemed appropriate to us given that we've marketed mostly to the Linux community itself (taking advantage of the free marketing channels available via LinuxToday, LWN, etc.), and, let's face it, that community doesn't need as much help from us as the typical small business ownder. Support contract sales have risen significantly over the last eight weeks, as word has been spreading about us outside of the Linux community.  

Anyways, it's a great suggestion.  If we do decide to go to an incident-based offering, we'll definitely give your suggestion a lot of consideration as a very elegant model.

Anyone else have thoughts about what kind of support you'd like to see us provide?

Thanks!

Kim

[Herman Van Keer]

Maybe not a bad idea for *commercial* support.

Though I still like the idea of *free* support - the way it is set up by now.
Since lot's of the answers are given *freely* they should remain free throughout their existance.

Isn't that the way the whole LInux community was born and grown?

And as said before: If you really need *right away* and *thorough* technical support by technical people: buy it - So your proposal might work as well and happily live together with the *free world*  
Right?

Herman

[Colin Mattoon]

Please understand that I'm not suggesting that this replace the free support provided through the user forum, but rather, an additional mode of support tailored more to the "media-only" customer...I would be much more likely to shell out $40.00 every time an upgrade becomes available if I had that additional assurance of being able to access a relatively large knowledge base at 3:00 AM if I need the help:-)

[Gerald Jansen]

Guess I am too commercial, the whole free idea is fine but there has to be a point where services are paid for. If I run into a problem that I don't have the technical competence to solve then I expect to pay for help. Just as I expect my clients to pay me for my services. All organizations must budget for technology and for the support it requres. It must be included in the cost of doing business. In the past organzations with good products, like Word Perfect Corporation, have failed or disapeared because they didn't charge for support. I sure don't want the e-smith group to fall into the same category.

[Colin Mattoon]

My point precisely.  Over the past 25 years I've watched as my industry shifted from service contracts to "pay per incident" or "crisis maintenatance." This was/is a natural consequence of the maturation of our own branch of electronic communications.

In my opinion, for what it is worth, the release of the e-smith product is an example of a "watershed" event in the maturation process of Linux in particular and computing in general.  Not that e-smith is likely to achieve "World Domination," but they are likely to remain in the vanguard of a plethora of new companies that begin to provide real solutions for the business community.

I believe "per incident" service will become a necessity as this evolves. After all, BTDT -- with Motorola.  

Colin Mattoon

[Kim Morrison]

Colin,

Thanks for your thoughts.  

But what do you mean that e-smith won't achieve "World Domination"?  I guess I'll have to pick a new New Year's Resolution!! LOL  

Seriously, I agree with you and appreciate your support.  It's funny - Joseph and I seem to feel more strongly against incident based reporting than our customers do, which really gives us pause for thought.  

Things are evolving rapidly for us.  You may very well be right.

Cheers!

Kim

[Colin Mattoon]

I'm afraid you will need to settle for domination of a segment of the computer OS/software industry.  In terms of true domination of the world's population, well, I've already set my plan in motion.  Estimate completion May 23, 2008 at 21:58 GMT.

Sorry...but it is really a rather comprehensive plan and I'm not prepared to compromise or alter it further.

[Kim Morrison]

LOL!

Colin Mattoon wrote:

> I'm afraid you will need to settle for domination of a segment
> of the computer OS/software industry.  

Oh, all right. I guess that'll do.

> In terms of true
> domination of the world's population, well, I've already set my
> plan in motion.  Estimate completion May 23, 2008 at 21:58 GMT.
>
> Sorry...but it is really a rather comprehensive plan and I'm
> not prepared to compromise or alter it further.

Is that the date that Windows2000 is scheduled for release?

[Colin Mattoon]

No, sorry...Bill is on his own there...all I'm prepared to reveal is that my plan involves earth's supply of drinking water and that it is loosely modled on Dr. Evil's strategy -- with enhancements, of course.