Quote:
Originally Posted by phoenix  If you're using the NE version you'll have a support contract and are entitled to contact Zimbra for help with any problems you're experiencing, you should have a member of staff (your manager perhaps?) that has access to the Support Portal ti file support cases. If you've suffered a bug hat's causing you a problem (you mentioned a problem with data loss) you can contact Zimbra support for help in resolving it or finding the cause - without feedback any problems you encounter in the product will go unresolved. |
My personal experience is that the support contract is nearly worthless when it comes to bugs. We've logged a number of bugs in Bugzilla (35001, 35005, 35007, 35126, 35370), then contacted support to see if they could be addressed, and the response I received was "As per our support policy,we wait for 7 days before closing any case. Although in this case, i was not waiting for any further input from you. I will be closing this case now."
Asked that, "Please do not close this, the 5 bugs that I logged as part of it are NOT resolved and need to be addressed."
Response from support was: "Development and fixing will take its own course of time. Open or close support ticket will not have any effect on the development part."
Great. At times I wish I could respond to my users like that, but I know better.
Sadly, the survey on my support experience showed up while I was on vacation, I had only seven days to respond to it, and by the time I tried to - it had expired. "Yahoo! Zimbra Support would appreciate your feedback" - I doubt it at this point.
In what ended up a rather uncomfortable situation, I'd offered to give out local LUG a presentation on Zimbra shortly after we switched, and while still on a Zimbra-high, as well as before I'd had this support experience. This experience resulted in interesting discussion among the people attending the meeting - other Zimbra customers and many that were considering it.
I have similar lists of problems from our users, but I'm hesitant to waste the time entering the information into Bugzilla if this is how items that are real bugs are addressed.
Rich