Re: [Nms-cgi-devel] nms project - moving forward

[Simon W. <es...@ou...>]

On Tue, 14 Jan 2003, Nick Cleaton wrote:

> On Tue, Jan 14, 2003 at 10:02:21AM +0000, Simon Wilcox wrote:
> > On Tue, 14 Jan 2003, Nick Cleaton wrote:
> > 
> > > Having a single person follow each call through is nice for user
> > > comfort, but not optimum for a quick turnaround.  IMO the speed at which
> > > users get a satisfactory answer is the most important thing, as that is
> > > what stops them giving up and using another (maybe less secure) script.
> > 
> > Are we providing support for them or for us ?
> > 
> > User comfort is as important as speed. In most cases a delay of a couple 
> > of hours is not a problem, indeed your posts are often delayed by your 
> > batching so I don't understand that point.
> 
> I agree a delay of a few hours is OK, I was just worried that with
> different people checking their email at different times, these
> internal escalations could add up to much longer delays.

I agree and as long as it is handled back to the user in an open fashion I
think they will acept the delay. i.e. it will be important to let them
know what is happening, that it has been escalated and there might be a
delay in the response.

> [ SNIP MUCH GOOD SENSE ]
> 
> OK, you've convinced me - I withdraw my dissent.
> 
> The only thing in the plan that I still don't like is making nms-dev
> closed - I would prefer the creation of a new closed list.

I agree with you there too, adding extra things is easier than taking them 
away from people.

S.