Macromedia Premium Support? 2004-03-17 - By John Dowdell
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At 1:28 PM 3/16/4, Frederick N. Brier wrote:
> Does the Flash premium support including answering difficult
> questions in building an RIA or components for an RIA?
It's more about "how does our app work?" than "how will your app work?"
Here's info:
http://www.macromedia.com/support/programs/policies.html
(I've always been ambivalent about relying solely on that label "support",
because someone can rightfully say "Well, helping me finish this project is
definitely supporting me, so if you're not doing that then it's not
support". But one difficulty with incoming calls has always been avoiding
consultation requests, which takes that time away from other people.)
> Do the answers come quickly or does it take weeks to escalate?
It varies with the question. The lengthiest part is usually getting the
question, in an answerable form. Lots of things are immediately
researchable by a specialist, but if it's novel then they may have to
consult with others on the team, and group processes tend to be slower than
individual processes. Varies.
> $1,200 is a lot of money out of my minuscule software budget.
Understood. There are a couple of ways to go, though... I think most of the
people who buy the top-end packages do it for server security... compare:
http://www.macromedia.com/support/programs/feature_matrix.html
http://www.macromedia.com/support/programs/
The complementary support contacts which come with every purchase usually
don't go straight to senior support staff and are instead screened as a
group by the newer folks, so there's a bit of a time difference. The scope
doesn't change, though... if you're looking for someone to help you build
something then that doesn't quite fit into product-support per se.
(John Sheridan, if you didn't get a phonecall returned, then please call
back and ask to speak with a supervisor... we need to get things like that
nailed down, thanks.)
jd
John Dowdell, Macromedia Developer Support, San Francisco
(Best to reply on-list, to avoid my mighty spam filters!)
Technotes: http://www.macromedia.com/support/search/
Column: http://www.macromedia.com/desdev/jd_forum/
Technical daily diary: http://www.macromedia.com/go/blog_jd
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