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

[Jan-Erik Soderholm]

Jan-Erik Soderholm wrote 2013-10-09 14:15:
> 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.


The support in the NL has now transfered (registred) a case
at HPSC on behalf of me. I got the initial email confirmation
and is waiting for a formal contact.

Jan-Erik.