RE: OT: Reseller Rant

[Tom Sevy <tsevy () epx com>]

I don't think it really is wrong if the reseller is selling support, and has
the skills to get the solution(s) that the in-house staff don't have.  [S]he
is more/less entered into an agreement to provide labor & time and the
hardware.  What's wrong with that?

--No, I'm not a reseller of any type....

-----Original Message-----
From: F.M. Taylor [mailto:root () uranium indstate edu] 
Sent: Friday, March 29, 2002 7:54 AM
To: Bob Walder
Cc: Snort-users () lists sourceforge net
Subject: RE: [Snort-users] OT: Reseller Rant


I beleive that as a support person, you should keep as many irons in as
many fires as possible in order to provide support for your users.  One
good thinng to do would be to use this mailing list.

HOWEVER, if you are a professional, cite your sources.  If you cut and
paste your support solutions from a public mailing list, include the
header information.  Give credit where credit is due.
Now if you read the list and just happen to remember the answer, use your
own words, don't credit anyone except your ability to learn.  
If you are just "parroting" others, well, that will work for a while, but
it will catch up with you and bite you where you sit.

of course as with all things YMMV.

On Fri, 29 Mar 2002, Bob Walder wrote:

> Gimme a break.
>
> Why shouldn't a commercial organisation use the list in such a way? This
> list is surely just one of many viable sources of information and if
someone
> is paying for support it is usually because they don't have the time
and/or
> skill to trawl through numerous mailing lists, newsgroups and Web sites to
> find the answer to a particular question. The person offering the support
> would be derelict in his or her duty if, finding that they do not know the
> answer off the top of their head, he did not attempt to use this list.
>
> You could always choose not to answer a question if you see a particular
> organisation to which you object in the mail address of the requestor and
> you feel that strongly about it. But remember, the very act of asking and
> answering a question could be a valuable source of information or
> inspiration to OTHERS on the list. 
>
> Many is the time I have seen one person on this list point another towards
a
> piece of software on the Web, for example, with which I was not familiar.
I
> might not have even known I had a need for it, but further investigation
> turns up a little gem.
>
> That is the way these lists work - don't get too precious about it!
>
> Regards,
>
> Bob 
>
> PS I should perhaps hasten to point out that neither I nor my company
offers
> support services for Snort!
>
>
> -----Original Message-----
> From: snort-users-admin () lists sourceforge net
> [mailto:snort-users-admin () lists sourceforge net]On Behalf Of Redman, Ken
> Sent: 28 March 2002 20:50
> To: Snort-users () lists sourceforge net
> Subject: RE: [Snort-users] OT: Reseller Rant
>
>
>
> Well said!!!!!!!
>  I am proud purchaser of the SourceFire appliance and I think that the
> customer service couldn't be better,if it tried. Given, some companies
> support staff may need to go to a mailing list for assistance, but that is
> not billable research time in my opinion. I too offer support as much as
> possible, in the areas that I can. I just can't imagine someone charging
for
> giving information they receive for free. 
> I have noticed you answer a lot of questions, along with some from the
> support staff from SourceFire (which says something positive about them
> right there) and I for one am very appreciative of that.
>
>
> Luckily, when I call SourceFire for help they answer me in the same
breath,
> so I know they don't have the time to get a response from a mailing list.
> :o)
>
> Ken
>
>
>
>
>
>
>
> [Warning:  The following may not be suited for young children, small
animals
> and some household appliances.]
>
> Ok, I still haven't had enough coffee yet, so I'm a bit cranky.  Yes, I'm
> apologizing in advance....  :-/
>
> <rant>
>
> On the selling of Snort based appliances:  I think it's great to get Snort
> out
> there as much as possible.  I think the idea of a 'pre-packaged sensor and
> console' is a cool idea (Go Sourcefire!).  It's great for an enterprise to
> be
> able to buy a box, software and support all in one place!  Buy it, plug it
> in,
> configure it, and support in the wings incase something happens....  GREAT
> IDEA!
>
> Now, the part that just really aggitates me:  When these appliance vendors
> post to this email list (snort-users) and get help from list
members....And
> then have the audacity to charge a customer for the info they got in a
free
> public forum.  I don't mind helping folks.  I really don't.  I _DO_ mind
> being
> 'backline email support' and not getting paid for it.  :-/  Yeah, Yeah--I
> know...  "Don't help people then."  It's not the money...  It's the
> principle
> of the matter:  $4,000 a year (in some cases) for support.  And the
support
> team gets thier tuff questions answered here?  *sigh*  God...  Corporate
> America.  Greed--It makes the world go round.
>
> And to the resellers:  When you cut-n-paste from the email list into your
> tech
> documents, you could at least _try_ to make it look like it was written by
> your company.
>
> </rant>
>
> I think I'll go have some more coffee now....
>
> -----
> Erek Adams
> Nifty-Type-Guy
> TheAdamsFamily.Net
>
>
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-- 
Mike Taylor
Coordinator of Systems Administration and Network Security
Indiana State University.               Rankin Hall Rm 053
210 N 7th St.                           Terre Haute, IN.
SANS GSEC  http://www.sans.org/

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