Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!zaphod.mps.ohio-state.edu!swrinde!cs.utexas.edu!uunet!pmafire!uudell!pensoft!robin
From: robin@pensoft.UUCP (Robin Wilson)
Newsgroups: comp.unix.aix
Subject: Re: Making A request to IBM (Was: Re: How does one compile to assembly?)
Message-ID: <3353@pensoft.UUCP>
Date: 26 Mar 91 17:11:09 GMT
References: <1991Mar15.123532.8036@odi.com> <3299@pensoft.UUCP> <1991Mar22.183550.30160@edm.uucp>
Organization: Pencom Software, Austin, TX
Lines: 36

In article <1991Mar22.183550.30160@edm.uucp> geoff@edm.uucp (Geoff Coleman) writes:
>In article <3299@pensoft.UUCP> robin@pensoft.UUCP (Robin Wilson) writes:
>>Well, here is the REAL story from someone who works inside of the system.
>	Funny how the real story from the inside is not the real story 
>from the outside. My normal sequence is phone IBM software (please note
>this is Canada so your mileage may vary :-) ) support hotline. I'm then 

Sorry, I guess I should have limited distribution.  The previously described
support structure is only good for the USA.  (I often forget that USENET is
read around the world.  Sorry.)  

Each country, (or in Europe - Economic Community) has its own level 2 support.
Part of this is physical.. ie. they are located far away.  And part of it is
political.  Due to export restrictions, IBM employees are not allowed to 
transmit certain technical information to "non-IBM" employees across 
national boundaries.  This means that I cannot get on the phone in Austin
and provide technical assistance to someone in Canada who doesn't work for
IBM.  I cannot send an update to another country, and I cannot send or 
suggest any code fix over the phone lines.

Since each country has its own (read different) restrictions on how to
perform support, each country has its own support structure.  All problems
(that turn out to be defects) are still resolved in Austin, and all code
changes are done through the existing level 3; but all contacts are made
electronically from IBMer to IBMer.  This is not IBMs idea... It is the 
LAW.


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|UUCP:     pensoft!robin                                                      |
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