The Wednesday 2005-01-12 at 09:30 +0100, Hartmut Meyer wrote:
Right.
There is no problem with dealing with many e-mail based support requests. That's what we have a ticket system for.
And like you pointed out: more often than not (i really depends on the issue at hand) we prefer being contacted by e-mail rather than by phone. Peaks in e-mail volume are easier to handle than peaks in phone volume. Also: whenever we need to have a look at some log files, phone isn't the best way of communication anyway.
Also, considering that for many SuSE customers English is not the first language, writing an email (perhaps in broken English!) is far easier than keeping a conversation over the phone in English. I know that from personal experience, at both ends of the phone line ;-) (other business) -- Cheers, Carlos Robinson