[Computerbank] Our service philosophy and linux

[Kylie Davies <mailkylie@optushome.com.au>]

  Hey all,

Like I said - a doozy... some of the more important (corcerning all) 
discussions for the Conference are being directed to the main list to 
get a general feeling about underlying principles of Computerbank's and 
affiliates.

We all know that Computerbank's use linux (and the Conference will firm 
up on what exactly that means to use linux - have your say now)..for 
starters from Romana CAI-SA we had this comment:

>Along those lines, I would like the purpose of Computerbank clarified in 
>terms of our position on using nothing but Open Source (and its GPL type 
>variations folks!) software - I am aware of Windows debates that flare 
>occasionally in all branches, I would like discussed and fully clarified once 
>and for all.
>
Here here! Does anyone else want to add anything?

But what about our philosophy on Windows - that is when a client changes 
their linux system to a windows one. ?

In Vic, we have experienced this a few times with a couple of people 
coming back to us expecting us to do Windows configuration. We have had 
to tell these people that we only support linux and that we can not help 
them with Windows problems. This is simple Computerbank Policy reads 
"Computerbanks and their affiliates will provide ongoing support and 
assitance to those clients that have linux systems."

This gets tricky in the area of hardware malfunction / monitor death.

We really need to firm up on some kind of warranty period (standard 30 
days for second-hand goods or? ) for return to Computerbank for 
replacement or repair - regardless of operating system. I am not sure if 
we would think it necessary to ask people to produce licenses for PTY 
software before we could work on the system or replace whatever was broken.

I guess the Computerbank policy for this might read:

"Computerbanks and their affiliates will repair or replace faulty items 
on any Computerbank client's computer within the first initial 30 days 
of the client owning the computer. Computerbank's will do this 
irrespective of the operating system on the computer. Computerbank 
reserves the right to ask clients to produce relevant documentation if 
required."

Okay - now after 30 days - what do we do if there is hardware failure / 
monitor fault?

If a) person has linux?
or b) person has windows?

Do we have the same policy for both - in respect to hardware failure - 
or do we "favor" the linux users? If we do this - why do we do this?

I think we need to be acting consistently - and maybe we should say no! 
to the linux folk who have hardware failure after 30 days? If we say yes 
to the linux guys and no to the windows guys on matters hardware - is 
this equal? Again - can we ask people to produce documentation for PTY 
software licenses on systems they want us to look at and fix?

What do we all think about that one?

Configuration and support issues are easily solved by the first policy - 
which read "Computerbanks and their affiliates will provide ongoing 
support and assitance to those clients that have linux systems."

How was that for a trick question? Let's get the discussion and comments 
happening. :)

Cheers,

Kylie








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