Quote:
Originally Posted by Broadbandings
On the other hand it's not really anything to do with supporting the customer bar a fault which trials should pick up on from their own monitoring..
If they are calling in because their service is faster than usual they probably need to consider finding a hobby or better yet a pet as they obviously struggle to find company with their own species  |
For once, I think you're wrong.
First and second line support should be given service bulletins to advise where trials are happening, the scope of those trials and any notes associated with servicing support questions. That's plain old good practice which would be byond VM and it's renowned quality director who publicly said a year ago that VM's "fundamentally broken" processes would be fixed by the whiz-bank Six-Sigma quality system!