The support from Dell VxFlex Ready Nodes is okay. It could be better, they have to work on their approach. The approach they have I call "pass the baton". Every manufacturer does this, such as Cisco, Dell, and Microsoft. You call in, receive a call handler, and give them your problem. The first person you talk to can never fix your problem. They just collect information. There's probably a 5 percent chance that they could fix your problem. Then they pass it off to the next person, there is a lot of passing. That's why I call it "pass the baton". The company I work for the maintenance services is at 98 percent, we receive over 50,000 incidents a month, for those customers who have support through Dell, Cisco, or someone else, 98 percent of our incidents or ticket requests get resolved by your first point of contact. We try to take out that frustration. Knowing that it's possible to fix that model. I don't think it saves them much money, because they're tying up too many resources where if they could route those incidents to the person that could fix them the first time, it would just save a lot of frustration on the customer's behalf. It would make everything a lot more efficient, and a better overall customer support image. It is a bad model that many vendors use.
