[Chugalug] OT? support

wes wes at the-wes.com
Tue Oct 23 16:18:30 UTC 2012


if you have 9 applications out there spread across 1060 users, you, I mean
they, are not monetizing the apps well enough.

I'm all for user-friendliness, but there is no reason you, I mean they,
should be paying people to use any app.

-wes

On Tue, Oct 23, 2012 at 8:43 AM, Ed King <chevyiinova at bellsouth.net> wrote:

> A certain company I know has...
>
> 14 servers
> 9 applications
> 3 physical locations
> 1060 users
>
> supported by 2 people on a daily basis, with 2 other people "on tap" if
> needed.   Seems like a darn good ratio to me, yet, we're, I mean they, are
> under the gun to "become more profitable."  Support, of course, is seen as
> unprofitable.   Maybe we, I mean they, should just turn off the damn
> lights, lock the building, and go home?  That would save all kinds of
> money!  Yeah!
>
>
>
> ------------------------------
> *From:* wes <wes at the-wes.com>
> *To:* Chattanooga Unix Gnu Android Linux Users Group <
> chugalug at chugalug.org>
> *Sent:* Tue, October 23, 2012 9:59:56 AM
> *Subject:* Re: [Chugalug] OT? support
>
> my company hits pretty low on all those metrics. we have about 10 indians
> plus me and 1 more here in the states for escalations, supporting about 300
> end-users both in the US and in india.
>
> -wes
>
>  On Tue, Oct 23, 2012 at 7:46 AM, Ed King <chevyiinova at bellsouth.net>wrote:
>
>> went to Google and searched for "support staff ratio" and found all sorts
>> of
>> "testimonials" and food for thought
>>
>> there's no right/wrong answer but considering
>>
>> 1) how many users we support
>> 2) how many physical locations
>> 3) how many servers
>> 4) tech saavyness of our users
>> 5) how many applications and their complexity
>>
>> I think we're doing pretty effin good with only 2 "support" people.
>>  Good to
>> have this thought out, the next time "someone" ask why we need "so much"
>> support.
>>
>> cool, its almost time for my 2 hour lunch break
>>
>>
>>
>>
>> ----- Original Message ----
>> From: Ed King <chevyiinova at bellsouth.net>
>> To: chugalug at chugalug.org
>> Sent: Tue, October 23, 2012 9:04:38 AM
>> Subject: [Chugalug] OT?   support
>>
>> I'm not a PMP project manager nor do I play one on t.v.
>>
>> However, my team *delivers* and our systems make money for the company.
>> We
>> don't have any failed projects where the servers are sitting in storage
>> room
>> gathering dust.
>>
>> Now, I never said we were perfect.   Does our software have bugs?  Hell
>> yeah it
>> has bugs.   Some of them never got caught during testing because our
>> field users
>>
>> are a lot more clever about breaking things than we are.
>>
>> Anyway, my question is, how many support personnel "should" be expected
>> for any
>> given software system of significant complexity?    I know thats kind of
>> a vague
>>
>> question.
>>
>>
>> I'd love to get some real world examples of how many support folks your
>> software
>>
>> has (and the size/complexity of the system being supported)
>>
>> If a team is constantly cranking out new products, isn't it just common
>> sense
>> that the need for support going to increase?
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