Epicor Stupid Support Rules #2

Global Vantage sites...a topic near and dear to my heart especially since I'm off to Suzhou China and then Singapore in February.

We currently have 3 sites in North America (one in Mexico) and two sites in Asia (Singapore and China).

Each NA site has it's own site id since each site has it's own database (though run from a single server) but Asia has a single site ID since China is a separate company on the Singapore database. This structure stems from the fact that when Vantage was initially purchased it was in the high dollar bandwidth days so it made sense at the time.

Generally, all North American sites go through me first. Works well.

However, Asia is another story. There used to be a support office in Singapore that fielded local support calls. They had very little Vantage experience and I often corrected their advice when contacted by my Singaporean I.T. staff. However, over time they were getting better. Then sometime after the Scala acquisition they closed the Singapore support office (I believe they still have a sales office there) and moved it to Kuala Lumpur. And now the cycle begins again.

Regarding the time difference when dealing Asia, I didn't fully appreciate the difficulty in doing business on the other side of the world until I began spending time over there. An issue that might take a few hours to resolve with a few back and fourth emails or calls generally draws out into a week due to the time difference. You send an email out on Monday...get a response on Tuesday and respond...then get another answer on Wednesday, etc. You get the picture. And this isn't Epicor specific but impacts all business dealings between the East and West. The executive management team at Connor spends many late evenings or early mornings to help shorten the time lag. But for the typical user this time delay will remain.

Now, this long winded email was really meant to address a single point and that is that even if you get local Asian support you still may experience a lag time in response. The Asian support team will have access to the knowledge base for basic problems. But, if the problem goes beyond what is available in the KB then the issue will be referred to Vantage support in North America (and all you old school Vantage users know where that resides so I won't elaborate).

The above is meant to only describe my own personal experiences and observations. It should not be taken as a statement of fact as to the actual structure of or future direction of Epicor.

Mike

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]On Behalf Of Cindy House
Sent: Wednesday, January 25, 2006 9:03 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Stupid Support Rules #2



Rebecca,

Thanks for the input. I would normally like to everything go through me,
first, because I might already know the answer, and secondly, because I
might want to know the answer. However, if my China site has a problem at 8
am, then it is already 6 pm in Texas. So they automatically lose one full
day before anyone even hears the issue. If it's a big problem, we can't
afford to lose that much time.

I'm sorry that my frustration is showing through a bit! Have a good day.

Thanks,

Cindy House
GTech Precision
Corporate Controller
(w) 817-539-8014
(f) 817-539-8018
(c) 817-832-8933

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
Rebecca Schmuck
Sent: Wednesday, January 25, 2006 10:42 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Stupid Support Rules #2

Cindy,

We don't have foreign companies, but we have multiple sites. I didn't know
about the US Site ID, though, and that is pretty lame! Talk with your Sales
Rep if this was "misrepresented" to you! However, all service calls for our
4 sites go through me. This keeps multiple users from asking repeat
questions, and also keeps me on top of what's happening. So you could try
to put that type of a "positive" spin on this and centralize all support
calls. Of course, we only have about 30 users company wide. Good luck!

Rebecca

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
chouse1000
Sent: Wednesday, January 25, 2006 1:09 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Stupid Support Rules #2

Hello All,
I need to know if any of you have multiple sites with locations in different
parts of the world. I am a US based company with entities in China and
Scotland. I was told that I could have my foreign subsidiaries raise
support questions in their local areas from the beginning of negotiation.
Now I have been told that each site needs a separate Site ID, which of
course has a price tag.

I thought this was a worldwide package!? When I pay my maintenance fees it
includes product support, right? Now I find out that is only good for the
US. I am at my wits end with Vantage Support as it is!

Anyone else have this problem? Do you pay for extra Site ID's to have
support in foreign countries? If so, do you pay for the extra Site ID's or
do you run everything through your original/corporate site?

Any comments would be appreciated. Thanks, in advance.

Cindy House
Corporate Controller
GTech Precision





Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links








Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links










Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and Crystal Reports and other 'goodies', please goto: http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto: http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto: http://groups.yahoo.com/group/vantage/links




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[Non-text portions of this message have been removed]
Hello All,
I need to know if any of you have multiple sites with locations in
different parts of the world. I am a US based company with entities
in China and Scotland. I was told that I could have my foreign
subsidiaries raise support questions in their local areas from the
beginning of negotiation. Now I have been told that each site needs a
separate Site ID, which of course has a price tag.

I thought this was a worldwide package!? When I pay my maintenance
fees it includes product support, right? Now I find out that is only
good for the US. I am at my wits end with Vantage Support as it is!

Anyone else have this problem? Do you pay for extra Site ID's to have
support in foreign countries? If so, do you pay for the extra Site
ID's or do you run everything through your original/corporate site?

Any comments would be appreciated. Thanks, in advance.

Cindy House
Corporate Controller
GTech Precision
Cindy,

We don't have foreign companies, but we have multiple sites. I didn't know
about the US Site ID, though, and that is pretty lame! Talk with your Sales
Rep if this was "misrepresented" to you! However, all service calls for our
4 sites go through me. This keeps multiple users from asking repeat
questions, and also keeps me on top of what's happening. So you could try
to put that type of a "positive" spin on this and centralize all support
calls. Of course, we only have about 30 users company wide. Good luck!

Rebecca

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
chouse1000
Sent: Wednesday, January 25, 2006 1:09 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Stupid Support Rules #2

Hello All,
I need to know if any of you have multiple sites with locations in different
parts of the world. I am a US based company with entities in China and
Scotland. I was told that I could have my foreign subsidiaries raise
support questions in their local areas from the beginning of negotiation.
Now I have been told that each site needs a separate Site ID, which of
course has a price tag.

I thought this was a worldwide package!? When I pay my maintenance fees it
includes product support, right? Now I find out that is only good for the
US. I am at my wits end with Vantage Support as it is!

Anyone else have this problem? Do you pay for extra Site ID's to have
support in foreign countries? If so, do you pay for the extra Site ID's or
do you run everything through your original/corporate site?

Any comments would be appreciated. Thanks, in advance.

Cindy House
Corporate Controller
GTech Precision





Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links
Rebecca,

Thanks for the input. I would normally like to everything go through me,
first, because I might already know the answer, and secondly, because I
might want to know the answer. However, if my China site has a problem at 8
am, then it is already 6 pm in Texas. So they automatically lose one full
day before anyone even hears the issue. If it's a big problem, we can't
afford to lose that much time.

I'm sorry that my frustration is showing through a bit! Have a good day.

Thanks,

Cindy House
GTech Precision
Corporate Controller
(w) 817-539-8014
(f) 817-539-8018
(c) 817-832-8933

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
Rebecca Schmuck
Sent: Wednesday, January 25, 2006 10:42 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Stupid Support Rules #2

Cindy,

We don't have foreign companies, but we have multiple sites. I didn't know
about the US Site ID, though, and that is pretty lame! Talk with your Sales
Rep if this was "misrepresented" to you! However, all service calls for our
4 sites go through me. This keeps multiple users from asking repeat
questions, and also keeps me on top of what's happening. So you could try
to put that type of a "positive" spin on this and centralize all support
calls. Of course, we only have about 30 users company wide. Good luck!

Rebecca

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
chouse1000
Sent: Wednesday, January 25, 2006 1:09 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Stupid Support Rules #2

Hello All,
I need to know if any of you have multiple sites with locations in different
parts of the world. I am a US based company with entities in China and
Scotland. I was told that I could have my foreign subsidiaries raise
support questions in their local areas from the beginning of negotiation.
Now I have been told that each site needs a separate Site ID, which of
course has a price tag.

I thought this was a worldwide package!? When I pay my maintenance fees it
includes product support, right? Now I find out that is only good for the
US. I am at my wits end with Vantage Support as it is!

Anyone else have this problem? Do you pay for extra Site ID's to have
support in foreign countries? If so, do you pay for the extra Site ID's or
do you run everything through your original/corporate site?

Any comments would be appreciated. Thanks, in advance.

Cindy House
Corporate Controller
GTech Precision





Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links








Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links
My experience with multiple sites has been that a site = a Vantage
server. I have three sites that share a Vantage server and it is one
site ID and is supported as such regardless of physical location of
user. I have another site with it's own Vantage server and it has a
unique site id and pays it's own maintenance fees....Did I mention how
much per day those fees are?

________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Rebecca Schmuck
Sent: Wednesday, January 25, 2006 11:42 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Stupid Support Rules #2


Cindy,

We don't have foreign companies, but we have multiple sites. I didn't
know
about the US Site ID, though, and that is pretty lame! Talk with your
Sales
Rep if this was "misrepresented" to you! However, all service calls for
our
4 sites go through me. This keeps multiple users from asking repeat
questions, and also keeps me on top of what's happening. So you could
try
to put that type of a "positive" spin on this and centralize all support
calls. Of course, we only have about 30 users company wide. Good luck!

Rebecca

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of
chouse1000
Sent: Wednesday, January 25, 2006 1:09 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Stupid Support Rules #2

Hello All,
I need to know if any of you have multiple sites with locations in
different
parts of the world. I am a US based company with entities in China and
Scotland. I was told that I could have my foreign subsidiaries raise
support questions in their local areas from the beginning of
negotiation.
Now I have been told that each site needs a separate Site ID, which of
course has a price tag.

I thought this was a worldwide package!? When I pay my maintenance fees
it
includes product support, right? Now I find out that is only good for
the
US. I am at my wits end with Vantage Support as it is!

Anyone else have this problem? Do you pay for extra Site ID's to have
support in foreign countries? If so, do you pay for the extra Site ID's
or
do you run everything through your original/corporate site?

Any comments would be appreciated. Thanks, in advance.

Cindy House
Corporate Controller
GTech Precision





Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must
have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder
and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links








Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must
have already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder
and Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links



________________________________

YAHOO! GROUPS LINKS



* Visit your group "vantage
<http://groups.yahoo.com/group/vantage> " on the web.

* To unsubscribe from this group, send an email to:
vantage-unsubscribe@yahoogroups.com
<mailto:vantage-unsubscribe@yahoogroups.com?subject=Unsubscribe>

* Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .


________________________________




This e-mail and any attachments may contain confidential and privileged
information. If you are not the intended recipient, please notify the
sender immediately by return e-mail, delete this e-mail and destroy any
copies. Any dissemination or use of this information by a person other
than the intended recipient is unauthorized and may be illegal.

[Non-text portions of this message have been removed]
I have only one Vantage server, and it was originally in the US. However,
due to some unique issues with China, we moved the Vantage server there and
the US connects remotely to China. So....I was expecting (and had been
told) that we could call the local areas for support in those countries. I
pay one maintenance fee and in my view that should cover me worldwide. This
is a worldwide software, right? I'm wondering if this all changed after the
Scala purchase.

Todd.....did you mention how much you pay for support per day???


Thanks,

Cindy House
GTech Precision
Corporate Controller
(w) 817-539-8014
(f) 817-539-8018
(c) 817-832-8933

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of
Todd Hofert
Sent: Wednesday, January 25, 2006 11:07 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Stupid Support Rules #2

My experience with multiple sites has been that a site = a Vantage
server. I have three sites that share a Vantage server and it is one
site ID and is supported as such regardless of physical location of
user. I have another site with it's own Vantage server and it has a
unique site id and pays it's own maintenance fees....Did I mention how
much per day those fees are?

________________________________

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of Rebecca Schmuck
Sent: Wednesday, January 25, 2006 11:42 AM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] Epicor Stupid Support Rules #2


Cindy,

We don't have foreign companies, but we have multiple sites. I didn't
know
about the US Site ID, though, and that is pretty lame! Talk with your
Sales
Rep if this was "misrepresented" to you! However, all service calls for
our
4 sites go through me. This keeps multiple users from asking repeat
questions, and also keeps me on top of what's happening. So you could
try
to put that type of a "positive" spin on this and centralize all support
calls. Of course, we only have about 30 users company wide. Good luck!

Rebecca

-----Original Message-----
From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf
Of
chouse1000
Sent: Wednesday, January 25, 2006 1:09 AM
To: vantage@yahoogroups.com
Subject: [Vantage] Epicor Stupid Support Rules #2

Hello All,
I need to know if any of you have multiple sites with locations in
different
parts of the world. I am a US based company with entities in China and
Scotland. I was told that I could have my foreign subsidiaries raise
support questions in their local areas from the beginning of
negotiation.
Now I have been told that each site needs a separate Site ID, which of
course has a price tag.

I thought this was a worldwide package!? When I pay my maintenance fees
it
includes product support, right? Now I find out that is only good for
the
US. I am at my wits end with Vantage Support as it is!

Anyone else have this problem? Do you pay for extra Site ID's to have
support in foreign countries? If so, do you pay for the extra Site ID's
or
do you run everything through your original/corporate site?

Any comments would be appreciated. Thanks, in advance.

Cindy House
Corporate Controller
GTech Precision





Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must
have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder
and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links








Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must
have already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder
and Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links



________________________________

YAHOO! GROUPS LINKS



* Visit your group "vantage
<http://groups.yahoo.com/group/vantage> " on the web.

* To unsubscribe from this group, send an email to:
vantage-unsubscribe@yahoogroups.com
<mailto:vantage-unsubscribe@yahoogroups.com?subject=Unsubscribe>

* Your use of Yahoo! Groups is subject to the Yahoo! Terms of
Service <http://docs.yahoo.com/info/terms/> .


________________________________




This e-mail and any attachments may contain confidential and privileged
information. If you are not the intended recipient, please notify the
sender immediately by return e-mail, delete this e-mail and destroy any
copies. Any dissemination or use of this information by a person other
than the intended recipient is unauthorized and may be illegal.

[Non-text portions of this message have been removed]



Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Yahoo! Groups Links
We have 2 locations in the U.S., seperate database's, seperate site ID's and we pay 2 seperate support charges. Hope this helps

chouse1000 <cindy.house@...> wrote: Hello All,
I need to know if any of you have multiple sites with locations in
different parts of the world. I am a US based company with entities
in China and Scotland. I was told that I could have my foreign
subsidiaries raise support questions in their local areas from the
beginning of negotiation. Now I have been told that each site needs a
separate Site ID, which of course has a price tag.

I thought this was a worldwide package!? When I pay my maintenance
fees it includes product support, right? Now I find out that is only
good for the US. I am at my wits end with Vantage Support as it is!

Anyone else have this problem? Do you pay for extra Site ID's to have
support in foreign countries? If so, do you pay for the extra Site
ID's or do you run everything through your original/corporate site?

Any comments would be appreciated. Thanks, in advance.

Cindy House
Corporate Controller
GTech Precision





Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and Crystal Reports and other 'goodies', please goto: http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto: http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto: http://groups.yahoo.com/group/vantage/links



---------------------------------
YAHOO! GROUPS LINKS


Visit your group "vantage" on the web.

To unsubscribe from this group, send an email to:
vantage-unsubscribe@yahoogroups.com

Your use of Yahoo! Groups is subject to the Yahoo! Terms of Service.


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