Re: Stand Alone EXE

From: Jim Hubbard (reply_at_groups.please)
Date: 03/20/05 

Date: Sun, 20 Mar 2005 03:15:28 -0500

"Jon Skeet [C# MVP]" <skeet@pobox.com> wrote in message
news:MPG.1ca73acfad87337598bea0@msnews.microsoft.com...
> Jim Hubbard <reply@groups.please> wrote:
>> > Actually, I'd argue that if you're running your development in a way
>> > that always *requires* immediate support answers, you aren't leaving
>> > nearly enough contingency time.
>>
>> I'd agree. But, who (in the real world of business programming) is given
>> enough time to do the job right most of the time? In my experience with
>> large companies - most of the time you are pushed to speed development
>> time
>> at the expense of quality. This is why most software has bugs that may
>> never be fixed.
>
> So why is Thinstall different? Why is it absolutely *vital* for every
> single customer of Thinstall to get immediate answers when other
> development products aren't in the same situation?

I think the JIT team is going more for professional developers more than
occassional developers. These developers typically demand a higher level of
support.

>
> More importantly, why should the Thinstall vendors themselves be the
> ones who get to decide what kind of support my business *must* have?

They aren't deciding what type of support you must have. They have built
their business around the model of customer that they are targeting -
professional developers that want top rate products and support.

>
>> >There will always be potential for
>> > problems which require significant investigation, so assuming that such
>> > problems won't happen to you is a recipe for disaster. Do you think JIT
>> > always, always, always have the answer for every single customer
>> > question immediately? I'd be amazed if that were the case.
>>
>> In fact, they don't. I have seen a time or two where they have taken a
>> day
>> or even 2 to answer with an update to Thinstall to provide new
>> functionality
>> or to change the way Thinstall works to be more in line with the way
>> developers think.
>>
>> But, I have never called them and not had my question answered
>> immediately.
>
> Frankly, I'd be slightly worried at getting a new version of Thinstall
> with only a couple of days testing. It seems to me it's the kind of
> product which requires *really* extensive testing.

These are admitedly minor changes, and the version that is available that
quickly is a beta version. They test extensively and churn out tested
versions quite regularly (both in GUI and command line).

In fact, I can't wait for version 3 due out later this year. If all goes as
planned, it will directly integrate with the .Net framework.

<snip>

>> Tiered is good for customers, but it can create headaches for supplying
>> support. Customer calls tend to fluctuate. They are not an even flow of
>> calls. So, you either have to have enough support reps to take all calls
>> in
>> a timely manner (which means a great number of them may be sitting around
>> doing nothing for most of some days) or you have customers upset at being
>> on
>> hold for a more tan 10 minutes or so.
>
> So they need to work out how many support reps to have to deal with the
> customers who've paid for premium support. I don't see how that's
> really different to the situation now, to be honest. In fact, it's
> somewhat better, because they'd get *some* money from those who have
> paid for "second rate" support, which could occupy the support reps
> when there are no premium customers requiring support. Rather than
> those reps sitting around doing (and thus earning) nothing, they're
> effectively earning their money at a lower rate.
>

Have you ever done support like this? I have (and still do), and my
experience is just the opposite of what you seem to think will happen.

Jim Hubbard

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