From: james fowler (santiagocox.net)
Date: Wed Aug 27 2003 - 16:28:54 CDT

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> | (paraphrase) 'Why should I spend my time debugging your app if you aren't
> | going to really care that much about the debugging info/patches/whatever
> | info collected about the issue?'
>
> Who said HP would not care? Bug reports help us improve the quality of the product. This is a benefit to customers with and without support contracts. I never said we would not care.
>
I agree. This is why I was suggesting that Uncle George'd data would be of
particular value.

> | It may be that the contribution of Uncle George is sufficient to warrant
> | granting him a service contract so that HPQ can appropriately value the information
> | they are being given.
>
> This is not really necessary. I know who "Uncle George" is and I do not even work on the Java product. I work on the C++ product. You get to know your customers and you know which customers are adding value to your platform. One of my favorite customers ported KDE, which is written in C++, to TRU64. He got the best support we could provide.
Thank you for explaining here. I feel like HPQ is really trying get rid
of/eliminate/winnow down anything having to do with Alpha. I can be over-
reactive to big corporations taking advantage of others (where I perceive
they may be taking advantage of others). Please forgive my zealousness.

> You have to understand that for every good bug report we get, we have plenty that tell us our products must be broken because they do not do exactly the same thing as Microsoft (one of the least standard compliant compilers on the market) or because their 1 million line program that works on IA-32 and breaks on Alpha. We cannot spend our time on these types of problems for free and without a good problem report, we cannot tell if that is what we are looking at.
Certainly I understand the 'Microsoft' impact on other computing
environments. I can sympathize with the frustration caused by Microsoft
bug reports for IA-32, even further for MS on Alpha (FX!32 was great
though!). I didn't understand that all of these reports were coming to the
same place. I would have thought that it would be possible to report on a
specific piece of software to a specific place (e.g. the email list you
provided earlier).
Why would Linux/Alpha reports end up mixed with Microsoft reports?
[While this seems inefficient, perhaps it is one of those 'gargantuan
institution' things.'

I didn't intend to offend. The answers, being provided to Unc.
George's inquiry, while informative, appeared to be a little flippiant or
curt.

Thanks for the more in depth info.

James

> -----Original Message-----
> From: james fowler [mailto:santiagocox.net]
> Sent: Wednesday, August 27, 2003 3:53 PM
> To: axp-listredhat.com
> Subject: RE: Tried to submit a Java/JDK problem to the UNH group
>
> I believe that what Uncle George is saying is:
> (paraphrase) 'Why should I spend my time debugging your app if you aren't
> going to really care that much about the debugging info/patches/whatever
> info collected about the issue?'
>
> Ken:
> It may be that the contribution of Uncle George is sufficient to warrant
> granting him a service contract so that HPQ can appropriately value the information
> they are being given.
>
> Just a thought.
>
> James
>
> James Fowler
> santiagocox.net
> ICQ: 59959089
>
> "Thinking implies disagreement; and disagreement implies non-comformity; and non-comformity
> implies heresy; and heresy implies disloyality -- so obviously thinking must be stopped"
> [Call to Greatness, 1954] -- Adlai Stephenson
>
> On Wed, 27 Aug 2003, Block, Kenneth wrote:
>
> > Bug reports from customers without support contracts do not go into the bit bucket. The advantages to having a support contract:
> >
> > * Problem reports get higher priority.
> > * Feature requests are given more consideration.
> > * Fixes are more likely to be made in the current release instead of the next release. Depending on the type of support contract it is even possible to get fixes in the previous release.
> > * HP will work with you if the report is incomplete or if you do not really understand what the problem is.
> > * If the problem is not a bug, HP will help you understand how to use the product.
> > * HP will try to provide a work around until the problem is fixed.
> > * HP will provide status and time estimates.
> >
> > The level of support for bug reports you will get directly from HP without a support contract should be at least as good as, if not better than, the support you would have gotten from UNH. However, if what you are doing is mission critical, I highly recommend getting a support contract.
> >
> > -----Original Message-----
> > From: Uncle George [mailto:gatgulgatworks.com]
> > Sent: Wednesday, August 27, 2003 1:13 PM
> > To: axp-listredhat.com
> > Subject: Re: Tried to submit a Java/JDK problem to the UNH group
> >
> > Why would anyone write a concise and complete report, if it is just
> > going into a "bit bucket". Since the java JVM for alpha/linux crashed,
> > it is technically the porter(s) problem, which i think is now compaq/hp.
> >
> > Block, Kenneth wrote:
> >
> > > No guarantees are provided for bug reports if you do not have a support contract. Make sure your report is concise and complete. If you need help understanding your problem, you should get a support contract.
> > >
> > >
> > >
> >
> >
> >
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> >
> >
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>
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