Path: utzoo!utgpu!jarvis.csri.toronto.edu!mailrus!tut.cis.ohio-state.edu!purdue!decwrl!decvax!zinn!ubbs-nh!noel From: noel@ubbs-nh.MV.COM (Noel B. Del More Nashua) Newsgroups: comp.unix.xenix Subject: Re: New Support services from SCO Message-ID: <350@ubbs-nh.MV.COM> Date: 21 May 89 04:35:00 GMT References: <3188@viscous.sco.COM> Reply-To: noel@ubbs-nh.MV.COM (Noel B. Del More Nashua) Organization: uBBS-NH (New England Unix Archive) - Nashua, NH Lines: 144 In article <3188@viscous.sco.COM> uunet!sco!rosso (Ross Oliver) writes: >SCO is now offering three new support services that I thought >would interest comp.unix.xenix readers. > >First is our SCO Online Support (SOS) Basic Service. SOS is our >technical support BBS, which up until now, you had to have at least a >SoftCare II support contract to gain access. SOS Basic Service >gives you read-only acess to all the technical information on the system, >including a database of over 800 problems and solutions for the majority >of our product line. Also available are technical articles and tutorials >from our DiSCOver newsletter, product announcements, the SCO training >schedule, and product question and answer documents. SOS Basic Service >is $95 per year. Contact our Customer Service department at 1-800-626-4381, >or mail to uunet!sco!support for more information. $95.00 per year to read about what's what with SCO! Come on Ross, now if you had made it $95.00 year for SOFTCARE I and SOS then I might be interested. Most companies would (and do) provide this type of support for their customers for free, especially when you consider what it costs to employ a "live" technician to handle technical support via telephone. SCO's problem continues to be that it fails to see that with the ever increasing popularity of Xenix, that more and more neophytes are going to be using the product for the first time. Additionally, many of these "new" customers are NOT going to be businesses, rather they will be individuals with families to feed and mortgages to make, ie. no deep pockets, as well as the small businessman emigrating from DOS to a Xenix environment. SCO needs to address the needs of these users with a low cost, efficient and comprehensive support plan, which SOFTCARE I and SOS could be if they were combined. It is really ludicrous to consider paying $95.00 a year to call a machine and search for information concerning (often times)(at least for me) a problem with SCO's product, on your own time and have to pay the telephone charges as well. One thing you fail to mention is that you can get a 15% discount on all support contracts within 30 days of registering a product. And fellow netlanders, are all your packages registered? I sent in my cards 8 months ago for the current system that I have, as late as March they still had not registered all of the packages. Consider your Text Processing, Man pages, CGI etc. if they do't have it registered then you may be able to obtain the discount. Additionally, what with SCO's currently overloaded support system you'd think that SCO would be trying to do anything to ease that burden. A free SOS system would obtain that result. Machines ARE less expensive than people! SCO might also consider sending DISCOVER free to registered customers and using it as a marketing tool. Or you might even consider expanding the publication and selling subscriptions to it, even I would buy one! >The second new service is our Developers Program, which includes special >technical support services, discounts on products and training, >listings of your products in our SCO XENIX System V Directory, >and other goodies. Contact our Developer Relations department >at (408) 425-7222, or mail uunet!sco!devrel for more information. Did I mention that this is, and the previous paragraph where perfect examples of commercial use of the net. I mean you are "peddling" products here. (No flame ... just mentioning it). >The third new service is annonymous UUCP downloads of selected Support >Level Supplements. Now no fees are mentioned in this paragraph so I assume that this is a free service. CONGRATULATIONS SCO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! This IS a wonderful example of how to promote your business, generate good will, and provide a valuable and timely service to your customers while at the same time reducing costs for manpower and materials. Now carry it a step further, require that the calling party be registered for the product and provide all of the free updates that one would normally have to obtain through your media department. Add SOS and DISCOVER, either free or an expanded, subscription supported, publication and you now have all of the above advantages, ie. reduced costs and manpower, plus you have a marketing advantage over your competition! Yep, I can see it now... VAR (Consultant) attempting to convince a local businessperson to buy his SCO Xenix based product. Businessperson: But I understand Xenix is so difficult to master, setup and use! Were will I get help if I need it? VAR: Well, your first step would be to contact me for any assistance you might require.. Businessperson: Yeah, but what if your not around, and I need help. And, I'm really not going to want to pay you your megabuck fees for every simple question. VAR: Yes, I can see your point. Well, not only can I train to use the system and software, but SCO provides training on a wide variety of subjects at a reasonable fee. Additionally they provide free with their OS unlimited access to a database of questions and answers about the OS which is available by calling their system in Ca. Additionally, you download current updates and "patches" for the OS from the same system via uucp. And finally, they provide you with a subscription to DISCOVER, a publication which will inform you about new products and services, Software Supplements, and articles about how other businesses are using SCO Xenix to solve their computing needs. Businessperson: Thats wonderful but what if I need to actually talk with someone? VAR: Well then their are various level of Support Contracts available. The cost based upon your needs. Businessperson: Great! I'm sold, between SCO's support and yours I think we can make this project work! VAR (Consultant) leaving the client's place of business. In a low half-mutter, half exclamiation he says... VAR: Yooo SCO, way to go! Gads... its enough to bring tears to your eyes and a positive balance in the ole check book isn't it? BTW Ross, does SCO need a slightly radical marketing executive? Noel -- Noel B. Del More | decvax!ubbs-nh!noel 17 Meredith Drive | noel@ubbs-nh.mv.com Nashua, New Hampshire 03063 | It's unix me son! `taint spozed tah make cents