[Snort-users] OT: Reseller Rant

Bob Walder bwalder at ...1926...
Fri Mar 29 01:35:06 EST 2002


Gimme a break.

Why shouldn't a commercial organisation use the list in such a way? This
list is surely just one of many viable sources of information and if someone
is paying for support it is usually because they don't have the time and/or
skill to trawl through numerous mailing lists, newsgroups and Web sites to
find the answer to a particular question. The person offering the support
would be derelict in his or her duty if, finding that they do not know the
answer off the top of their head, he did not attempt to use this list.

You could always choose not to answer a question if you see a particular
organisation to which you object in the mail address of the requestor and
you feel that strongly about it. But remember, the very act of asking and
answering a question could be a valuable source of information or
inspiration to OTHERS on the list. 

Many is the time I have seen one person on this list point another towards a
piece of software on the Web, for example, with which I was not familiar. I
might not have even known I had a need for it, but further investigation
turns up a little gem.

That is the way these lists work - don't get too precious about it!

Regards,

Bob 

PS I should perhaps hasten to point out that neither I nor my company offers
support services for Snort!


-----Original Message-----
From: snort-users-admin at lists.sourceforge.net
[mailto:snort-users-admin at lists.sourceforge.net]On Behalf Of Redman, Ken
Sent: 28 March 2002 20:50
To: Snort-users at lists.sourceforge.net
Subject: RE: [Snort-users] OT: Reseller Rant



Well said!!!!!!!
 I am proud purchaser of the SourceFire appliance and I think that the
customer service couldn't be better,if it tried. Given, some companies
support staff may need to go to a mailing list for assistance, but that is
not billable research time in my opinion. I too offer support as much as
possible, in the areas that I can. I just can't imagine someone charging for
giving information they receive for free. 
I have noticed you answer a lot of questions, along with some from the
support staff from SourceFire (which says something positive about them
right there) and I for one am very appreciative of that.


Luckily, when I call SourceFire for help they answer me in the same breath,
so I know they don't have the time to get a response from a mailing list.
:o)

Ken







[Warning:  The following may not be suited for young children, small animals
and some household appliances.]

Ok, I still haven't had enough coffee yet, so I'm a bit cranky.  Yes, I'm
apologizing in advance....  :-/

<rant>

On the selling of Snort based appliances:  I think it's great to get Snort
out
there as much as possible.  I think the idea of a 'pre-packaged sensor and
console' is a cool idea (Go Sourcefire!).  It's great for an enterprise to
be
able to buy a box, software and support all in one place!  Buy it, plug it
in,
configure it, and support in the wings incase something happens....  GREAT
IDEA!

Now, the part that just really aggitates me:  When these appliance vendors
post to this email list (snort-users) and get help from list members....And
then have the audacity to charge a customer for the info they got in a free
public forum.  I don't mind helping folks.  I really don't.  I _DO_ mind
being
'backline email support' and not getting paid for it.  :-/  Yeah, Yeah--I
know...  "Don't help people then."  It's not the money...  It's the
principle
of the matter:  $4,000 a year (in some cases) for support.  And the support
team gets thier tuff questions answered here?  *sigh*  God...  Corporate
America.  Greed--It makes the world go round.

And to the resellers:  When you cut-n-paste from the email list into your
tech
documents, you could at least _try_ to make it look like it was written by
your company.

</rant>

I think I'll go have some more coffee now....

-----
Erek Adams
Nifty-Type-Guy
TheAdamsFamily.Net


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