Understand Your Support Entitlement
Having worked in few companies and handle tons of escalations, often realize how many customers are not aware that Support from vendors does comes with some differences. Not all support entitlements are the same. I also talk about the support severity while back you can read up here . Let use VMware Software Support for comparison here . Using only basic and production support. (This is not all the types of support but for this discussion we will use these two.) Although its very clearly stated the difference between Basic and Production support mainly due to the response time and the hours of operations. There is something in common which I often realize many customer due to their internal policy required. That is Root Cause Analysis (RCA). Both support entitlement does not include. So if you need this, how are you going to go about it if you are not entitled. Many customer would use escalation as one channel. However, this can only be used that many times and not infinite. And n...