[Chugalug] OT? support

Ed King chevyiinova at bellsouth.net
Tue Oct 23 18:18:43 UTC 2012


save this thread and come back to it when you get sober




________________________________
From: wes <wes at the-wes.com>
To: Chattanooga Unix Gnu Android Linux Users Group <chugalug at chugalug.org>
Sent: Tue, October 23, 2012 1:03:05 PM
Subject: Re: [Chugalug] OT? support

if there's an app that someone is willing to pay me to use then sign me up cuz I 
want on board that wagon (at least while it's still rolling)

-wes


On Tue, Oct 23, 2012 at 10:58 AM, Ed King <chevyiinova at bellsouth.net> wrote:

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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>>>
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>>>
>>
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>>
>
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