<div>On 10/5/07, Kristian Erik Hermansen <<a href="mailto:kristian.hermansen@gmail.com">kristian.hermansen@gmail.com</a>> wrote:<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> In reverse chronological order... ... or to sum up in short: * Based in UK (so no US hours?) * Don't accept our corporate American Express (AMEX) * Credit Card verification failed (on a valid card) * Still charged the invalid card twice and credit card company called to notify us of possible fraud! * Canonical's web application accepting the data could be misbehaving * After all this, we had to fill out the order by hand and fax the paperwork back to a UK fax number (no US number available) Now this doesn't change my opinion of Ubuntu in any way</blockquote><div> Yikes, what will! </div><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> , but it does make me wonder just how many people have actually ordered support from Canonical. Most new customers could be turned off by such an experience... <snip> From: Michelle Surtees-Myers < <a href="mailto:michelle@canonical.com">michelle@canonical.com</a>> To: Kristian Hermansen <<a href="mailto:khermansen@ign.com">khermansen@ign.com</a>> Subject: Re: Your information request for Ubuntu Desktop Support Date: Fri, 5 Oct 2007 04:03:45 -0700 HI Kristian, I am sorry that you have experienced problems purchasing support from our online store. I will pass these problems on. If you let me know what sort of support you are looking to purchase, I will send you an order form and process your order from here. Kind regards, Michelle Kristian Hermansen wrote: > > That is unfortunate... > > > -----Original Message----- > From: Birol Ertekin > To: Kristian Hermansen; 'Michelle Surtees-Myers' <<a href="mailto:michelle@canonical.com">michelle@canonical.com</a>> > Sent: Thu Oct 04 20:42:41 2007 > Subject: RE: Your information request for Ubuntu Desktop Support > > The merchant is not accepting Amex, so I tried my personal Mastercard > but the payment system is not accepting the MC: > > This transaction was not authorised by your card issuer. This > authorisation request was denied as further identity checks cannot be > carried out on an internet transaction. You may wish to try another card. > > This may be due to the fact that the e-commerce system is UK based. > > Also it was difficult to pass the 'I read and confirm the service > agreement' part. It kept unchecking the box automatically, and after > trying it maybe 20 times, it worked. > > - Birol > > -----Original Message----- > From: Kristian Hermansen > Sent: Thursday, October 04, 2007 12:47 PM > To: Michelle Surtees-Myers > Cc: Birol Ertekin > Subject: RE: Your information request for Ubuntu Desktop Support > > Hi! > > Birol, my boss, will be putting in the request for me. Can you give > him the instructions on how to make payment and whatever else needs to > be done? Thanks :-) > > -- > Kristian Erik Hermansen > Information Security Engineer > FOX Interactive Media / IGN > 8000 Marina Blvd. > Brisbane, CA 94005 > Mobile: (415) 509-1293 > Office: (415) 508-2252 > > -----Original Message----- > From: Michelle Surtees-Myers [mailto:<a href="mailto:michelle@canonical.com">michelle@canonical.com</a>] > Sent: Thursday, October 04, 2007 10:05 AM > To: Kristian Hermansen > Subject: Re: Your information request for Ubuntu Desktop Support > > Dear Kristian, > > Thank you for your interest in Ubuntu and support services from > Canonical. We are replying to the request you sent via our web site: > > = Your original request = > Hi :-) > > I am interested in speaking with an expert about advanced Desktop > support. I am an active open-source contributor (I spoke at Ubuntu > Live...among other things) and would like to learn about possibilities > for support from Canonical. I have at least one Desktop machine here > at FOX that I would like to request for support through Canonical. > However, I want to find out what I am getting first! > > Basically, the real reason is that I have a few Enterprise devices > that I may not want to investigate setting up myself sometime. And > also, I assume that based on the support requests, you would > prioritize solutions for paying customers, and then all non-paying > Ubuntu users can benefit from such enhancements. That is what I am > interested in -- helping make Ubuntu better for everyone :-) Let me > know if my analysis seems correct and this is the type of service you > offer...thanks! > ================ > > Our support generally covers installation, configuration, > administration and management of Ubuntu on the desktop. So we'll > willingly try and help with an issue where you've tried to install or > set-up Ubuntu on a particular machine. It depends what you mean by > "Enterprise devices" because we won't go out and research whether > Ubuntu will work with a particular device such as a mobile phone. > > If you had a wider enterprise deployment then this would come under > the scenario of deployment consulting or engineering consulting. > > As you mention one of the benefits of Ubuntu support is that we'll > prioritise the resolution and development of bug fixes or feature > fixes for commercial customers. Individual resolutions will make > their way into the upstream Ubuntu release so that all users (and the > support customer in the future) all benefit. So if you have a HP > workstation and Ubuntu doesn't work correctly with the hard-drive then > this will be prioritised over a community member who has a similar issue. > > Our services agreement covers installation, configuration and > generally getting things working on your desktop environment. It also > covers support for most packages in the main repository. In general, > we will go out of our way to help you solve the problems you might > encounter when installing and running Ubuntu. > > The duration of the contract is for one (1) year. During that year, > you are entitled to ten (10) support cases. A case, also called an > incident, is a problem that you encounter. In order to solve a > problem, we might exchange several phone calls or emails. However, > these will only consume a single case during the span of these exchanges. > > Two Desktop Support options are available to you: > > Standard desktop 9x5: > * Availability: 9AM to 5PM in your timezone, weekdays only. > * Initial response time: 4 hrs for cases raised by phone; 48 hrs for > those raised via our customer web portal. > * Price: $250 per desktop. > > Complete desktop 24x7: > * Availability: 24 hours a day, seven days a week. > * Initial response time: 2 hrs for cases raised by phone, 24 hrs for > those raised via our customer web portal. > * Price: $900 per desktop. > > Included within support is Landscape, our Web-based Systems Management > service, is now provided as an intrinsic part of Canonical's support > services. Landscape is specifically designed to help in management and > support of desktop, laptop and server deployments using a single > integrated web interface. Some of the functionality also enables you > to manage groups of machines as easily as if you were managing a > single machine. For more information, please see our web site: > <a href="http://canonical.com/landscape">http://canonical.com/landscape</a>. All machines covered by a Canonical > support contract have the opportunity to register for the Landscape > service. > > In order to obtain a Support services agreement from us, please reply > to this email with the following information: > > * Type of support contract required: (9x5 or 24x7) > > We would also like to confirm that we have the correct contact > information for you: > > * Full name of main contact: Kristian Hermansen > * Email address of main contact: <a href="mailto:khermansen@ign.com">khermansen@ign.com</a> > * Company: FOX Interactive Media > > * Address: > 8000 Marina Blvd. > Brisbane, CA 94005 > USA > * Phone number: 415 508 2252 > * Fax number: > * Website: <a href="http://www.fox.com">http://www.fox.com</a> > > Important: > Cases can only be submitted by contact persons recognized by our > system. If you would like to add contacts to your account please > provide us with the following information for each: > > Name > Email address > Telephone number > > Support can now also be purchased via our online store. To buy click > here: <a href="https://shop.canonical.com">https://shop.canonical.com </a>. > > If you have further questions, feel free to write or call us directly > at +44 207 630 2474. > > Thanks for considering us for support, we look forward to working > together! > > Regards, > > > > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.5.488 / Virus Database: 269.14.1/1050 - Release Date: > 10/4/2007 5:03 PM > > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.488 / Virus Database: 269.14.1/1050 - Release Date: > 10/4/2007 5:03 PM > -- Kind regards Michelle Surtees-Myers Canonical UK Ltd Tel: +44 207 630 2474 Fax: +44 207 630 2401 Ubuntu - Linux for human beings </snip> -- Kristian Erik Hermansen _______________________________________________ svlug mailing list <a href="mailto:svlug@lists.svlug.org">svlug@lists.svlug.org</a> <a href="http://lists.svlug.org/lists/listinfo/svlug">http://lists.svlug.org/lists/listinfo/svlug </a> </blockquote></div> -- Paul Cubbage I ndustry blog: <a href="http://oldestgeek.blogspot.com/">http://oldestgeek.blogspot.com/</a> Why are smart people so dumb? Ideas and musings: <a href="http://oldestgeek.pbwiki.com/">http://oldestgeek.pbwiki.com/</a> WhatstheDifference