> One thing I have learnt working at these companies is that some customers think the world revolves around then and that technology should work flawlessly all the time, when it doesn't.
I worked alliance support for a major database vendor in a former life. My experience is that enterprise customers are usually realists. They run a very complicated environment and are aware that things, especially software, is not perfect. They expect good service (and pay through the nose for it) and can be demanding. But ultimately they're realists.
The ones that think the world revolves around them and their issue must be fixed RIGHT NOW! are usually the ones that bought some ODBC driver for 40 bucks 12 years ago, which don't really have any support entitlement to begin with.
I worked alliance support for a major database vendor in a former life. My experience is that enterprise customers are usually realists. They run a very complicated environment and are aware that things, especially software, is not perfect. They expect good service (and pay through the nose for it) and can be demanding. But ultimately they're realists.
The ones that think the world revolves around them and their issue must be fixed RIGHT NOW! are usually the ones that bought some ODBC driver for 40 bucks 12 years ago, which don't really have any support entitlement to begin with.