[Chugalug] OT? support

Ed King chevyiinova at bellsouth.net
Tue Oct 23 17:58:13 UTC 2012


how can you say that if you don't have a clue what the apps are?  we service a 
very niche market

I've been told we're the market leader...    so why am I driving a Chevy Nova 
instead of a Mercedes?  Oh yeah... because I want to, lol




________________________________
From: wes <wes at the-wes.com>
To: Chattanooga Unix Gnu Android Linux Users Group <chugalug at chugalug.org>
Sent: Tue, October 23, 2012 11:19:43 AM
Subject: Re: [Chugalug] OT? support

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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