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Conference 7.286::digital

Title:	The Digital way of working

Moderator:	QUARK::LIONELON

Created:	Fri Feb 14 1986
Last Modified:	Fri Jun 06 1997
Last Successful Update:	Fri Jun 06 1997
Number of topics:	5321
Total number of notes:	139771

4718.0. "PC Utility - what is it, and has service changed?" by KDX200::COOPER (He who laughs last, thinks slowest) Fri Jul 12 1996 11:49

    I've got a customer who has a "PC Utility" contract.  I'm not
    familiar with it at all, so I guess it must be an MCS gig...
    
    The problem is, this customer called up for support via PC Utility
    with a question about MS Access and was told that Digital no longer
    supports MS Access, and they'll have to call MicroSoft.
    
    The customer has a 5 year agreement with Digital to provide this
    support...If we can't provide it, then they'll want a rebate.  
    They are pretty upset.
    
    I expect (hope) that the CSS screwed up and told the customer the
    wrong thing...Can anyone shed some light/clarify??
    
    Thanks,
    Jeff

T.R	Title	User	Personal Name	Date	Lines
4718.1	not CSS...	SOLVIT::OCONNELL		`Fri Jul 12 1996 12:23`	5
	I don't think you mean CSS (Computer Special Systems). I think you mean the CSC (Customer Support Consultant). Noranne
4718.2		KDX200::COOPER	He who laughs last, thinks slowest	`Fri Jul 12 1996 12:59`	25
	Umm, no, I mean the CALL SUPPORT SPECIALIST; the person who answered this customers call. I hope this person gave the customer a "bum steer". I hope that if the desk top support team decided to stop supporting a VERY popular product, we ALL would have been notified - and especially the customer... Right now, this customer is jumping up and down wanting resolution. If he doesn't get satisfaction, he'll cancel a pretty large revenue generating contract...All this (of course) as I'm about to propose a change order for something else... I've worked with this customer for nearly two years...I know them well. If Digital says they won't support a simple ACCESS problem, per contract, the customer will tear up that contract and go else where... They will also say "Gee Jeff, Why would I pay $XM for a multi-alpha NT solution when your folk at the CSC won't support a simple database?". So, does anyone know the scoop on ACCESS support thru a PCUtility agreement??
4718.3	Try Program Manager for Acct.	ACISS1::MCLEVENGER		`Fri Jul 12 1996 14:25`	16
	The applications supported under PC Utility may vary. If your customer has PC Utility, there should be a PC Utility Program Manager assigned to that account. You should try contacting him/her to see what applications are supported. Another possible contact would be the ASC, Administration Solutions Consultant, formally known as the CSA, Customer Support Administrator. (The CSC, Customer Support Consultant, support ABU/SBU business.) They may be able to help guide you in the right direction. Good luck! Monty
4718.4	PCU Popular MCS Product!	JULIET::GILLIO_SU		`Fri Jul 12 1996 17:00`	40
	Straight from VTX... PC Utility is an offering which provides Digital customers with, at minimum, (3) three years of multivendor hardware/software PRODUCT and supporting services as a 'Service'. Program Management, Product (hardware & software) Acquisition, Helpdesk or User Application Support, Staging/Integration/ Installation, Asset Capture/Tracking/Management, Maintenance and Technology Refresh Level 1 (equipment returned to DFS at end of PCU period, new seat acquired) are CORE PC utility services. LAN Management, User Training, Technology Refresh Level 2 (seat upgraded or replaced PRIOR to the end of the PC Utility period) and other Digital Services are optional PC Utility services. The end user/customer is provided pricing inclusive of all selected PRODUCT AND SERVICES on a per "seat" per month basis. The prices are fixed fee per month per configuration, with accompanying 3 years' worth of pre-defined services. AMCS PC Utility Admin Program Manager: Cheryl Packard @CLO, DTN 431-2759 AMCS PC Utility Program Manager: Peter Robillard @SHR, DTN 237-5116 You should be able to contact the Program Management Office in your area or the MCS Sales Rep who sold the customer the PC Utility deal for assistance with what should be supported. The PC Utility Administration plan would be quite detailed.
4718.5		MAIL1::RICCIARDI	Be a graceful Parvenu...	`Fri Jul 12 1996 23:55`	16
	pcutility is a service that is highly customized . generally, digital will purchase, integrate HW and sw, ship, install, test and then provide remedial hw support and software support. Sometimes other services are bundled in. Like asset management. These services, with program management REQUIRED, are added up for the duration of the contract, then multiplied by a lease rate factor and divided by the number of seats (often desktops) and presented as a per seat service which just happens to have a HW componant. This treatment results in customers treating what usually is a Captial lease as an Operating lease. This can have a positive effect on financials... This is quite an impressive sale, one that can leverage LARGE amounts of product and service followon business...I'm surprised you have no knowledge of the service or its application in your account. OBTW, contact the program manager for this service for resolution.
4718.6	PC Utility or UAS - it's true	CHEFS::CROCKER_D		`Tue Jul 16 1996 11:51`	23
	FYI - the following extract from a mail received here in the UK on 24th April, exactly as worded: "The following products are being removed from the Corporate SPL for UAS. Database support is considered outside the scope of UAS, both products are databases. PRODUCTS BEING REMOVED Microsoft Access for Windows Microsoft Corporation Superbase Software Publishing Corp. Please note that LotusNotes and Microsoft Exchange are NOT on the Corporate UAS SPL, Regards, Judith Photenas. " I've deleted the original so can't supply Judith's location - but that shouldn't be any problem for you folks.