Thread Subject: Re: 7.2-A - Support Services

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From: Whitney Quesenbery
Date: Tue, Oct 23 2007 7:15 AM

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Robert,<br><br>
Then how do users get support that enables them to actually make use of
the product, with the AT that enables their access? <br><br>
Neither wording of the provision dictates anything about how the support
services are organized...just that somewhere, someone should know how to
make the whole thing work. <br><br>
This all reminds me of the days when you couldn't get your ISP and your
phone service to work together, and each support desk simply insisted
that it wasn't their problem, so it must be the other guy. If is doesn't
come together at the vendors, surely it has to at the agency.<br><br>
I think the point of this provision is to say that it's not enough to
just have the two pieces - they have to fit together.<br><br>
Whitney<br><br>
At 06:08 AM 10/23/2007, Baker, Robert C. wrote:<br><br>
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<blockquote type=cite class=cite cite=""><font face="Gill Sans MT">
Marliana raises an excellent point.&nbsp; In this wording, Help Desk
Services appear to be product specific.&nbsp; In agencies where AT
distribution in the environment is centrally managed &amp; controlled, it
is unlikely that product specific help desk services could render this
type of support.<br>
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