Recent Changes in NTS

So,

I've noticed changes with regards to the NTS setup for the APAC region
and, I have to say, are quite terrible.

Not only is it extremely clear that front-line are floundering with new
product sets and trying to run through a standard "trouble shooting
scripts", but there is also going to be issues around ESOL when working
with Australia and New Zealand. As a result, the customer has to
suffer...and for those of us that have been working with the product
sets and NTS for decades, this just causes a mass of frustration.

There appears to be a complete lack of common sense applied to the
initial steps, but rather a rigid sticking to the "trouble shooting
scripts". There is still the ongoing issue of re-requesting information
that has already been supplied, customers have better things to do when
issues occur than send the same information over and over and over
again.

I'm concerned that the ESOL issue is also going to cause problems with
understanding information provided, especially over the phone and taking
into account their "newness" to the products. This doesn't fill me with
confidence that the issue is going to be identified and resolved in a
timely manner, and considering my current oldest SR is from 31/MAR/2016
with almost no action on it, it indicates the resolution time is just
going to get longer and longer or not exist at all.

I'm disappointed with the changes Micro Focus/NetIQ have made in this
area, it was semi-bad before, but now it's just unbearable.


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Comments

  • Hi
    Sorry that I just saw this. We now have a dedicated team in the region
    that should be able to help out. I feel it has gotten better not worse.
    I will have the Director of that area reach out to you.
    Can you email me so we can start discussing?

    Mike Radford
    mike.radford@microfocus.com

    ScorpionSting;2461647 Wrote:
    > So,
    >
    > I've noticed changes with regards to the NTS setup for the APAC region
    > and, I have to say, are quite terrible.
    >
    > Not only is it extremely clear that front-line are floundering with new
    > product sets and trying to run through a standard "trouble shooting
    > scripts", but there is also going to be issues around ESOL when working
    > with Australia and New Zealand. As a result, the customer has to
    > suffer...and for those of us that have been working with the product
    > sets and NTS for decades, this just causes a mass of frustration.
    >
    > There appears to be a complete lack of common sense applied to the
    > initial steps, but rather a rigid sticking to the "trouble shooting
    > scripts". There is still the ongoing issue of re-requesting information
    > that has already been supplied, customers have better things to do when
    > issues occur than send the same information over and over and over
    > again.
    >
    > I'm concerned that the ESOL issue is also going to cause problems with
    > understanding information provided, especially over the phone and taking
    > into account their "newness" to the products. This doesn't fill me with
    > confidence that the issue is going to be identified and resolved in a
    > timely manner, and considering my current oldest SR is from 31/MAR/2016
    > with almost no action on it, it indicates the resolution time is just
    > going to get longer and longer or not exist at all.
    >
    > I'm disappointed with the changes Micro Focus/NetIQ have made in this
    > area, it was semi-bad before, but now it's just unbearable.



    --
    mradford
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  • ricmarqricmarq Established Member
    Hi everyone :-)

    I'm just someone that works at a organization that is a SUSE Customer.
    Therefore, I apologize for "invading" this conversation, but I confess
    that I'm curious about some acronyms / abbreviations / initialisms that
    are being used in this thread:

    *1* - What does "*NTS*" stand for in this context? I've seen web pages
    talking about "*Novell Technical -Support-*", other web pages talking
    about "*Novell Technical -Subscription(s)-*" and still other web pages
    talking about "*Novell Technical -Services-*".

    *2* - "*APAC*" (as in "-APAC region-"), I believe it means "*-A-sia
    -Pac-ific*". Right?

    *3* - What does "*ESOL*" mean (as in "-ESOL issue-")?

    *4* - "*SR*" I know it means "Service Request" -
    https://support.novell.com/contact/

    Thanks in advance.

    Cheers,
    Ricardo Dias Marques

    ScorpionSting;2461647 Wrote:
    > So,
    >
    > I've noticed changes with regards to the NTS setup for the APAC region
    > and, I have to say, are quite terrible.
    >
    > Not only is it extremely clear that front-line are floundering with new
    > product sets and trying to run through a standard "trouble shooting
    > scripts", but there is also going to be issues around ESOL when working
    > with Australia and New Zealand. As a result, the customer has to
    > suffer...and for those of us that have been working with the product
    > sets and NTS for decades, this just causes a mass of frustration.
    >
    > There appears to be a complete lack of common sense applied to the
    > initial steps, but rather a rigid sticking to the "trouble shooting
    > scripts". There is still the ongoing issue of re-requesting information
    > that has already been supplied, customers have better things to do when
    > issues occur than send the same information over and over and over
    > again.
    >
    > I'm concerned that the ESOL issue is also going to cause problems with
    > understanding information provided, especially over the phone and taking
    > into account their "newness" to the products. This doesn't fill me with
    > confidence that the issue is going to be identified and resolved in a
    > timely manner, and considering my current oldest SR is from 31/MAR/2016
    > with almost no action on it, it indicates the resolution time is just
    > going to get longer and longer or not exist at all.
    >
    > I'm disappointed with the changes Micro Focus/NetIQ have made in this
    > area, it was semi-bad before, but now it's just unbearable.



    --
    ricmarq
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  • kgronemankgroneman Administrator
    Hey ricmarq:

    >1 - What does "*NTS*" stand for in this context? I've seen web pages
    >talking about "*Novell Technical -Support-*", other web pages talking
    >about "*Novell Technical -Subscription(s)-*" and still other web pages
    >talking about "*Novell Technical -Services-*".


    Novell Technical Services

    >2 - "*APAC*" (as in "-APAC region-"), I believe it means "*-A-sia
    >-Pac-ific*". Right?


    Asia-Pacific

    >3 - What does "*ESOL*" mean (as in "-ESOL issue-")?


    Engilish for Speakers of Other Languages

    >4 - "*SR*" I know it means "Service Request" -


    Service Reqeust



    --
    Kim - 7/20/2017 11:14:03 AM
  • ricmarqricmarq Established Member
    Hi Kim (kgroneman),

    Thank you very much for having explained / confirmed the meaning of the
    acronyms / initialisms / abbreviations used in this thread:

    NTS = Novell Technical Services

    APAC = Asia-Pacific

    ESOL = English for Speakers of Other Languages

    SR = Service Request


    Incidentally, I was familiar with an initialism similar to "ESOL", which
    is "ESL" (English as a Second Language), but not with "ESOL" itself.

    Thanks again. :-)

    Cheers,

    Ricardo Dias Marques


    --
    ricmarq
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