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by spandextwins 962 days ago
It's enterprise in that you pay for it, but their support sucks. We had lots of open tickets they never solved. Total waste of money. Instead of fixing the problems they went back and forth with us asking for more log files until they just closed out the ticket because of lack of activity. It was their lack of activity.

At least Canonical/Ubuntu enterprise support stumbles into a solution and helps out.
2 comments
averageRoyalty 962 days ago
Really?

It's been a while, but 5 years ago I worked for a company with a Red Hat support contract, and we found them incredibly helpful. Everyone we spoke to had deep Linux knowledge, and their team solved issues and gave us real worldn advice much faster and better than any vendor. I'd be sad if that's no longer true.

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spandextwins 962 days ago
I remember thinking why don't they just do a WebEx with us to see what's going on. Nope, never. They just wanted us to ship logs to them and try random crap until they closed the ticket. Total waste of time and money.
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ungamedplayer 961 days ago
Because there is legal complications in giving someone remote admin.
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spandextwins 961 days ago
Not if they do it right. Lots of companies did that with us, some required it as part of their contract. We'd give them the ability to control or not, and what we were sharing with them. Way more efficient than sending up a tarball full of /var/log. Id argue THAT was a security and liability issue.
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ungamedplayer 958 days ago
Redhats customers run across the world and many legal jurisdictions, which have their own set of complications.

The flip side of the coin that I have seen is that some customers will rely heavily on redhat to do basic admin work that a system admin would/should be doing. Effectively taking a job with legal liability for work provided.

The sosreport Tarball makes an active effort not to gather private information. If you believe it does, please let support know as they are interested in improving this.

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chasil 962 days ago
Oracle's UEKR4 stopped updating Intel microcode for several months (in the middle of the spectre/meltdown hysteria). After a community forum post, they demanded an open SR so I had the pleasure of explaining all of this again. Even with a support contract, sometimes they are amazingly obtuse.

We dumped support. We are paying enough for the database as it is.

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