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On 10/15/2010 11:46 PM, Marc Paré wrote:

 When we get to the point where level 3 and 4 support is available through 3rd parties,

Just to be clear.  There are organizations that provide level 3 and
level 4 support for OOo --- Generic OOo. Whether or not they have hopped
onto the LibreOffice wagon, I do not know.

I haven't named them for the following reasons:
* I don't remember their names;
* They do so only on a contract only basis;
* They are regional/local in scope. (Cover one European country or one
state in the United States, or half a state in Canada and Australia.);
* Their specific support offers changes according to their current
client list.  (If they think that they can provide twenty customers with
outstanding support, and they currently have twenty customers, they are
not going to accept new clients. OTOH, if they currently have nineteen
customers, they may take on a new client that requires level 3, but not
level 4 support. On the gripping hand, if they currently have five
clients, they will take on fifteen new clients. I am using the number of
clients as an example.  AFAIK, that specific number does not hold for
any of the organizations I'm thinking of.);

# no "drilling" into the site

My suggestion would be to have the following categories on the page
labelled "Support":

Free support:  This support is most suitable for individuals.

Paid Level 1 support: This support level is suitable for individuals,
SOHO, and organizations that want per incident support;

Paid Level 2 support: This support level is most suitable for small and
medium business;

Paid Level 3 support: This support level is most suitable for medium to
large businesses.

Paid Level 4 support: This support is most suitable for large
businesses. This level of support provides customization of the program,
to the specific business requirements.

Paid Migration support:  This support is for individuals or
organizations that are migrating to LibreOffice from either no software,
or any other software.

Something that would be nice to have, would be a public wiki that covers
virtually everything that Level 1 and Level 2 support would need to
know.  Something that was designed so that the end user that knows
nothing about the program, could find an answer, without having to make
a phone call, email a question.

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