linuxnewbie gives you self help resources, and assumes you know some
background info on the problem. average computer user has a problem, and no
background information. Supportbeam will not assume ANY level of knowledge
on the part of the end user, and instead of making them help themselves,
which often makes them even more frustrated, we would be providing "live"
support. users submit a question, which is seen by them and all our techs.
one of our techs assumes the ticket, and then sends a personalized response
back to the end user.
Basically, this is direct support, similar to emailing
support@dell.com and
getting a response back form a human (which they hardly do, but im sure you
get the idea.)
Adam
-----Original Message-----
From:
plug-discuss-admin@lists.plug.phoenix.az.us
[
mailto:plug-discuss-admin@lists.plug.phoenix.az.us]On Behalf Of Carl
Parrish
Sent: Sunday, August 18, 2002 9:40 PM
To: Plug-discuss
Subject: Re: Free Tech Support
How would this differ from Linux newbie?
Carl P.
On Sun, 2002-08-18 at 14:48, Adam Rader wrote:
> I'm not 100% sure that this is an appropriate topic for this list, but
I'll
> give it a shot anyway, and get beaten down later if not...
>
> I came across PLUG's website last night and (after figuring out the
correct
> irc server address) went onto the irc server. I met quite a few people,
who
> brought new light to a project I have been planning for quite some time.
> Basically, I seek to develop a free, technical support resource for any
web
> visitor who comes across us. Initially I did not have plans to include
> linux support right off the bat, but that has definitely changed.
> The goal is to provide SIMPLE tech support for newbies, and over the
course
> of time, for advanced users as well. I have already been developing a
> framework for this site in ASP (hold the grunts!), so we already have a
> pretty advanced system laid out. End users will be able to visit the site
> (to be located at www.supportbeam.com) where they can search an extensive
> knowledgebase, or browse it by subject matter, possibly post to message
> boards and discuss topics live on IRC, and last, but definitely not elast,
> submit a trouble ticket to us which would then be answered by a volunteer
> tech.
> All of this is in hopes of providing a personalize experience for the end
> user, hopefully making their endeavour into Linux a pleasant one, as
opposed
> to the typical RTFM!!! response most people find when seeking help.
> Through this, as well as a crapload of other details that I have already
> pondered over, I hope to not only give this project of mine a huge boost
by
> having hundreds of dedicated linux users helping out, but also provide
PLUG
> with a platform through which efficient, and high quality support can be
> given, and, of course, promote the penguin to death. =)
>
> I would love to hear who may be interested in this, questions, comments,
> criticism, etc.
>
> TIA
>
> Adam Rader
>
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