Rob Addy

A member of the Gartner Blog Network

Entries Tagged as 'Software Support'


Are Extended Support Fees Immoral and Indefensible?

by Rob Addy  |  March 18, 2012  |  3 Comments

Requiring customers to pay an uplift for extended support is obscene. Or so some would say. Certainly on the face of it, extended support offerings do look less than good value. ISVs typically state that the code line is archived and that no updates, patches or bug fixes will be forthcoming. The very fact that [...]

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Category: Support Strategy Support Value     Tags: , , , , , , ,

Communication Creates Calm, Confounds Critics and Cements Customer Confidence…

by Rob Addy  |  February 10, 2012  |  1 Comment

Sometimes things go wrong. It’s not inevitable but it happens. How one deals with it when the proverbial brown stuff hits the proverbial fan is one of the ways in which support organizations differentiate themselves whether they mean to or not… Many support providers do not have formal response plans prepared for major issues. They [...]

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Category: Customer Experience Support Messaging Support Processes     Tags: , , , , , , , , ,

Prediction Provides Questions; Not Answers

by Rob Addy  |  February 6, 2012  |  4 Comments

December 2012 marks the end of a time period in the Mesoamerican Long Count calendar. Some believe this is because the world will end. Unix time ends on Tuesday, 19th January 2038. So assuming we are all still here next February, should we believe that the world will end in 2038? Did the POSIX committee [...]

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Category: Support Processes Support Strategy Technologies Underpinning Support     Tags: , , , , , , , ,

Radar Plots of Goodness

by Rob Addy  |  February 1, 2012  |  1 Comment

In the past couple of postings we have looked at the half empty glass of support. Now let’s look at the half full version. Support has many things to be duly proud of. It delivers real value. Admittedly, some providers deliver significantly more value under the product support banner than their competitors but that will [...]

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Category: Support Messaging Support Value     Tags: , , , , , , , , , , ,

The Joy of Self-Assessment

by Rob Addy  |  January 28, 2012  |  Submit a Comment

According to the UK government; “Tax doesn’t have to be taxing”. But I guess they would say that, seeing as they require millions of UK taxpayers to do the paperwork for them through self-assessment… Self-assessment or self-analysis is an interesting concept. Can we ever truly be objective? Do we have the capacity to see ourselves [...]

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Category: Support Operations Support Processes Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , ,

Crack Dealer Rehabilitation – Part 1

by Rob Addy  |  January 24, 2012  |  Submit a Comment

It’s been almost a week now and my login credentials are still active. Better still, I have not yet been dragged from my bed in the middle of the night for some baseball bat-based “re-education” so all appears well… As we know, product support is not universally disliked in business circles although it sometimes feels [...]

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Category: Support Messaging Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , , , , ,

The Red Kipper flies at midnight!

by Rob Addy  |  January 20, 2012  |  Submit a Comment

…Shsssh! Don’t tell anyone, but “they” have inadvertently given me a login and password for the Gartner Bloggers Network. Not too sure who “they” are exactly but whoever they are they scare me. Obviously, it’s an administrative error and somewhere in Gartner Towers there is an earnest analyst figuratively running to his or her inbox [...]

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Category: Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , ,