[Info-vax] Problem with patch access with support contract.

[Jan-Erik Soderholm]

Simon Clubley wrote 2013-10-09 14:09:
> On 2013-10-09, Jan-Erik Soderholm <jan-erik.soderholm at telia.com> wrote:
>> Simon Clubley wrote 2013-10-09 13:54:
>>> On 2013-10-09, Jan-Erik Soderholm <jan-erik.soderholm at telia.com> wrote:
>>>>
>>>> I also wrote that *I* have done my part (registring a support
>>>> case with HP) and that any internal routing between groups
>>>> of course has to be done within HP, not by me...
>>>>
>>>
>>> Do you know who your contract administrator is within HP ?
>>>
>>> Given this response, that may be a good starting point.
>>>
>>
>> I guess it is someone at HP/Sweden. These contracts was active
>> before I was enganged at this site/customer.
>>
>> If someone else contacts HP, feel free to reference my
>> Case ID: 4646310510.
>>
>> It's is not critical for me rigth now, so I'll just wait
>> for HP to come back.
>>
>
> Understood.
>
> If I wasn't away for a couple of weeks in a couple of days, I would
> have already started down this path within HP myself.
>
> Simon.
>


Update.

Got this from EMEA Open VMS support i NL:

 > As I mentioned we (HP OpenVMS software Support people) are
 > not involved in HP SC support, we are there for (your) OpenVMS
 > issues and I have no possibilities to 'route' the case/issue
 > to them.

 > What I can (try) to do is use HP SC to open a support ticket
 > with HP SC on behalf of you. I will keep you informed on that.

I replied :

 > Make that "on behalf of the whole VMS community"... :-)
 >
 > Now,
 >
 > We have a registred support contract.
 > I have used that to register a support case.
 > I should not be asked to do anything else.
 >
 > The rest is HP-internal and none of my business.
 > I couldn't care less...
 >
 > But I read you such as you are taking care of it.
 > Good. :-)
 >
 > Regards,

Asking a custumer (or one of my own users!) to "talk to
someone else", is a definite no-no when working with
support!


Jan-Erik.