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From:Jerry Schwartz Date:September 22 2011 5:08pm
Subject:RE: Community Support better than Official Support? (was: Can I Develop using Community Edition and Deploy onto Enterprise Edition??)
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That's a great attitude. I always appreciate it when a support organization 
listens to users. I've been on both sides of the fence, and I always hated it 
when there //was// a fence.

One thing I always favored, again as both a user and as a tech support 
professional, was a public list of known bugs (excluding security-related 
ones, of course). It saves a lot of head-banging, the kind of frustration that 
can lead to a very high level of anger.

Just last week I spent a day trying to get a particular feature to work (in a 
completely unrelated product), not knowing that it was flat out broken. The 
company in question has three options:

- Paid support: they gave me a free trial, and I quickly discovered that it 
was useless. Their only response was "Take two reboots and call me in the 
morning."

- E-mail support: bitbucket@stripped

- The user forum: it has many experienced users, some beta testers, and 
(because the product is used world-wide) a response time measured in hours. 
What it doesn't have is any presence from the company.

As you can imagine, if not for the other users this program would be just a 
bad memory.


Regards,

Jerry Schwartz
Global Information Incorporated
195 Farmington Ave.
Farmington, CT 06032

860.674.8796 / FAX: 860.674.8341
E-mail: jerry@stripped
Web site: www.giiresearch.com


>-----Original Message-----
>From: Shawn Green (MySQL) [mailto:shawn.l.green@stripped]
>Sent: Thursday, September 22, 2011 9:53 AM
>To: john.daisley@stripped
>Cc: John Daisley; Claudio Nanni; Johan De Meersman; Alastair Armstrong;
>mysql@stripped
>Subject: Community Support better than Official Support? (was: Can I Develop
>using Community Edition and Deploy onto Enterprise Edition??)
>
>This comment has me intrigued:
>
>On 9/21/2011 17:50, John Daisley wrote:
>> Partitioning is available in the community edition and has been for a
>> while now. Support is the only real difference and since Oracle took
>> over the support available in the community is usually faster and better
>> than you get from Oracle.
>>
>
>I work in MySQL Support and other than the tools that we were given to
>work with, very little should have changed in our attitude, our
>knowledge, or our level of professionalism (that I am aware of). Perhaps
>there are thinks that the other support providers are doing better?
>
>Please use this thread as a forum to which you can vent all of your
>complaints or concerns about MySQL support or to describe ways in which
>the other support systems are better. If it's policy changes, tell us.
>If it's response times, tell us. If it's our level of services, tell us.
>If you don't like the font on the web site, tell us. This is your chance
>to completely rip us a new one and to brag about your favorite service
>offerings at the same time.
>
>All opinions about any support providers are welcome.
>
>Thank you kindly,
>--
>Shawn Green
>MySQL Principal Technical Support Engineer
>Oracle USA, Inc. - Hardware and Software, Engineered to Work Together.
>Office: Blountville, TN
>
>--
>MySQL General Mailing List
>For list archives: http://lists.mysql.com/mysql
>To unsubscribe:    http://lists.mysql.com/mysql?unsub=1




Thread
Can I Develop using Community Edition and Deploy onto Enterprise Edition??Alastair Armstrong21 Sep
  • Re: Can I Develop using Community Edition and Deploy onto Enterprise Edition??Johan De Meersman21 Sep
    • Re: Can I Develop using Community Edition and Deploy onto Enterprise Edition??Claudio Nanni21 Sep
      • Re: Can I Develop using Community Edition and Deploy ontoEnterprise Edition??John Daisley21 Sep
        • Community Support better than Official Support? (was: Can I Developusing Community Edition and Deploy onto Enterprise Edition??)MySQL)22 Sep
          • RE: Community Support better than Official Support? (was: Can I Develop using Community Edition and Deploy onto Enterprise Edition??)Jerry Schwartz22 Sep
            • RE: Community Support better than Official Support? (was: CanI Develop using Community Edition and Deploy onto Enterprise Edition??)hsv22 Sep
  • Re: Can I Develop using Community Edition and Deploy onto Enterprise Edition??Prabhat Kumar21 Sep