RE: BillMax questions -- Slow Account Load Issues/Removing ClosedServices

[dhesi@billmax.com.boxmail.com]

Internet Partners, Inc. Tech Support wrote:

>> Well, a search is nice, but a knowledgebase also requires knowledge.

> That either proves:
>
> 1) That the vast majority of Billmax installs work fine and people don't
> have problems with them and so don't post to the questins mailing list
>
> 2) That the vast majority of Billmax installs are at sites that are paying
> the yearly service contract and thus have paid tech support and so if they
> have a problem they are asking the paid support staff, not us cheapskates
> on the mailing list
>
> 3) That Billmax has such small market share that nobody is running it
> anymore.

Perhaps explanation 3 is correct about market share (I don't know), but
that would not explain the lack of a knowledgebase. Even one-person
outfits with little market share understand that maintaining an ongoing
database of hints, known issues, and work-arounds, decreases long-term
support costs and increases customer satisfaction.

Explanation 1 probably doesn't apply, because software by its nature
always has problems, so "vast majority" cannot be anywhere near 100%.

Explanation 2 doesn't apply for the reason in my first paragraph:
No vendor wants to solve the same problem separately for each customer.
Posting common problems and solutions allows the problem to be solved
just once the first time it is encountered, and tech support
staff can concentrate on solving new problems.
-- 
Rahul
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