Re: [libreoffice-marketing] "Microsoft posts video of customers criticizing OpenOffice"

Le 2010-10-25 12:37, jonathon a écrit :
> On 10/24/2010 12:53 AM, Michel Gagnon wrote:
>
> > > 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.
> > >
> > > jonathon
> >
> > One thing that has to be clear on the website: apart from IT specialists
> > and maybe a few administrators in large corporations, most people don't
> > know anything about those levels. Maybe the levels 3 and 4 could
> > remained defined that way,
>
> > but the more basic levels should be defined in terms human beings
> understand.
>
> # Free Support: This is the support that is available from browsing the
> wiki, reading the available documentation, and asking questions on the
> web forums, or mailing lists. This support is available gratis.
>
> # Paid support:
>
> * Phone / e-mail Support (Paid Level One Support):  This level of
> support is suitable for individuals, and organizations that are willing
> to pay for the privilege of being able to pick up the phone and have
> their questions answered. The essential difference between this support
> and Free Support is that you are paying for your query to be immediately
> answered;
>
> * In person support (Paid Level Two Support): This level of support is
> suitable for individuals and organizations that are willing to pay for
> an individual to physically come to their premises, and be shown how to
> solve their issue;
>
> * Off site customization (Paid Level Three Support):  This level of
> support is intended for medium to large businesses that want specific
> functions or capabilities that can be obtained by writing an extension
> to LibO;
>
> * On site customization (Paid Level Four Support):  This level of
> support is intended for medium to large businesses, that require
> extensive customization of LibreOffice, to integrate with their work
> flow, or specific business needs.
>
> * Paid Migration Support: This support is for all users (individual,
> corporate, enterprise) of LibO.  It covers issues such as:
> * How to set up LibO;
> * How to access documents created with other software in LibO;
> * LibO training;
> * Workflow integration;
> * Differences with other software;
> Depending on the situation, this can be either in person, or by phone.
>
> I realize that these descriptions do not line up with the usual industry
> definition or description.   I'm trying to phrase it so that Joe Sixpack
> can make a reasonable guess about the support he wants, and is willing
> to pay for.
>
> jonathon

Thanks Jonathon

I like this list of support with description. We should make a real 
effort at posting any kinds of support for LibO and then categorizing it 
for the user (as you say Joe six-pak). I added your earlier description 
to the Canadian Wiki pages, but am going to update it with this description.

Marc

Marc


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