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How proactive should we be about issues?

Updated: 21 May 2009 | 4 comments
EV Director's picture
EV Director
Symantec Employee
+5 5 Votes
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Hi,

As you know to communicate with our customers we have many ways,  Forums, tech notes, tech alerts.

Currently we will create product tech alerts for serious issues ie data loss, security or data integrity issues.

But what if an issue comes to light after release that's 'pretty bad' but does not fix the above criteria  It's something some customers will come across and they won't 'love us' for it, but currently apart from a tech note (which may only be discovered by the customer after the issue has occurred), what should we do?

So I guess I'm asking what would you want, more emails from Symantec about issues?  if so, how many emails is too many?  Once a week too many, once a month, a newsletter?   If we did more emails, would you honestly read them.  Perhaps there is nothing we can do, nothing apart from us trying to avoid such issues in the first place?

Would appreciate your thoughts on this.

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Comments

vikram3500's picture
20
Apr
2009
0 Votes 0
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vikram3500

 I think as administrators

 I think as administrators and managers, there can never be too many e-mails or notifications. Its our duty to mintor them and act on them to keep ourselves abreast of anything new thats happening. (good or bad).

Clear cut formats and easy readability would certianly help though :)

Roobix.Cube's picture
21
Apr
2009
1 Vote +1
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Roobix.Cube

Agree with above...

I would very happy, as an administrator, if....

1. a Symantec Technical Advisory was sent weekly that compiled *every* new technote published.
2. more technotes were published!  And lots of them!  I find that I often have technical support telling me about issues that haven't been published...

Srikanth Gubbala's picture
23
Apr
2009
0 Votes 0
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Srikanth Gubbala
Certified

Here we go for ROCK and ROLL

Symantec does all these things man; only thing is we need to subsribe, they send monthly not weekly.

below is the link for subscription to
Software alerts
Digests
Newsletters
Beta Programs and subscriptions

http://seer.entsupport.symantec.com/nav_bar/index....

if we are eagar to see what's being released every week, here is the link for every product of Symantec, where it publishes its tech notes.

http://seer.entsupport.symantec.com/docs/ -- select your product to browse..

all for us to enjoy.. ha ha ha ha ha , also as EV says "If we did more emails, would you honestly read them" do we really have time to read each and everyone.

Guys correct if i am wrong ha ha ha ha ha

regards, Srikanth.

alazanowski's picture
29
Apr
2009
1 Vote +1
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alazanowski

Straight forward, as they come updates.

I guess im old-school, because i prefer the idea that if an issue is found with a particular version of the product, and that a current customer actually uses that product (its still maintenaced under their current contracts) and that they havent directly said "i dont want these emails", that they should receive notification of each technote as they come in.

You have no idea how annoying it is to find a bug yourself and then find that the technote was published 4 weeks ago before you did your upgrade. Even worse that you lost irreversible data because the backup is corrupted due to a bug that had a patch already for it. Technotes should be acknowledged by the person to now perform a live update patching sequence for their systems.

-Austin Lazanowski Backups cost way too much until you needed them.

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