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

Hi Jonathon:

I just realized with your last statement, that you say the descriptions 
don't line up with the usual industry definition. Do the levels line up? 
The levels should still follow industry standards. Just wondering if the 
ones you describe up above here are still describing the industry 
standard levels.

I would like to use these on the Canadian Wiki page.

Marc



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