On Tue, Nov 11, 2003 at 05:44:16PM -0800, Alvin Oga wrote: > great idea and plan ... but ... > > - everybody can do this ??? and does ... Not total newbies who view computers as a tool. They don't know how to compile a kernel or set up a firewall-- most of them prolly have barely heard of firewalls. > i see more things done, explicitly mentioned on the "basic plan" than on > the "premium plan" ?? I'm still figuring out what a home user would need done on their computer that I could do over ssh-- I just came up with this plan tonight, actually. Also, note I'm mainly targeting home users at this point, though businesses are welcome to subscribe. ;) > > > Premium Plan: > > > You get the basic plan, plus I will install/compile and configure any > > > packages you want. > > installing is anywhere from 5 minutes to 5 hrs ... or 5 days ( raidtesting ) > - depending on who is installing it > - depending on the hardware you're trying to install it on > - depending on how much they're paying for installing > - depending on how the system will be used > - depending on the buyers paranoia level > - depending on security and backup process/proceedures > - depending on network, computer use policies Most of that only applies to businesses. You mentioned backups-- how can I do backups over a network? Do I use ftp? I've heard of using ftp to backup computers, but I've never had any experiencee using it. Also, what do you mean by 'paranoia level'? Whether the client wants SELinux as opposed to a simple locked-down out-of-the-box install? > and if you do want to muddy their pond waters with more "what ifs": > > - how much for email support to convince me/them to go with you vs > other competitors Email support is included in all plans. (Note to self: spell that out on the website...) > - how much for 1hr turn around vs 4hr turn around vs 8 hr turn around > vs 1 weke turnaround Hmm, I think I will have a third, 'emergency', option, where the customer doesn't necessarily have to be a subscriber, and they get a response in under 6 hours. For subscribers, the longest they'll have to wait is 24 hours (unless something comes up, of course). > - how much for tons of email questions vs once a week email questions I'll have to think about that one. As it is now, they'd both get charged the same. > - how much for phone calls vs did they already go thru the checklis first > before they made the phone tech support call which is typically > 10x more expensive than an email tech support incoming call I'm not sure I'd give them the phone number (I don't answer my phone, though I would start answering it if I had to). I also don't know what should be on this checklist-- suggestions? > - how much for installation support vs come fix this after somebody > else tried and failed vs the box keeps crashing support Same cost, ATM. > - how much for one time support, vs ongoing monthly contracts, vs > task based contracts vs "emergency come fix it now" support The numbers I've been thinking about are: basic subscription plan-- $30/mo., premium subscription plan-- $50/mo., emergency support-- $25/hr. > - how much for daily backups ?? > ( the only thing most people care about ) Depends on how/if I can do them over a network, since I'm prolly not going to be making house calls for home users or for businesses (unless I get a business in the RTP area-- that's only ~5 hours away). > - how much for per-minute system security checking > ( the only thing you should be worried about to protect their data) What exactly do you mean by 'per-minute system security checking'? Running a security audit (either manually or with tiger), or just keeping tabs on the system logs with 'tail -f'? Or both? > and how about some free sample answers to the problems we're having ?? I'll think about it... > and how about "my disk crashed 10 minutes ago", please come and fix > it now, as we have a meeting in 3 hrs that i need to make a presentation > of that data Well, I can't 'come and fix it' 'cause I'd be dealing with them over the internet. How would you deal with that situation? I'd deal with it with-- I'd say I could restore the file from last night's backup (though he'd have to retype what he did today) if he had another computer he could use. And I'd buy a new HD, reinstall whatever distro he was using, and restore it with the backups, and fedex it to him. Does that sound about right? > and how about security patches ? Covered under both plans. > and how about backups ? I'd have to learn how to do that over a network. As I said, would I use FTP? > and did the laywers on both sides bless the "contract" What lawyer? I'm just going to be dealing with (mainly) home users. I don't think they'd have a lawyer, unless I totally screwed up and they decided to sue me. And I don't think I'd need a lawyer till then? > and even if it was, can you collect on it ??? > - once you fixed their problems, how do you know they will > pay your invoice as stated/agreed ?? I'd have a credit card number and my mom's credit card machine. :) > and last question .. why are they looking around for outside help > vs their inhosue "it staff" or lack there of vs their high-school > kid-or-brother-cousins-friends used to be doing the task but they now > consider themself a business and need to find better "professional" > support and prefferably with insurance against certain professional > services that's being rendered > > -- i always ask, what was their budget before .... > -- and what is the new budget now ... and what happened ... This question doesn't entirely make sense in the context of *home* users. Except for the 'high-school kid-or-brother-cousins-friends' bit-- they may not know anybody who uses Linux, so they have no one else to ask for help. Unfortunately, I'm finding that in RL, Linux isn't that common-- most people have never heard of it. So there may be some isolated people out there who have linux and are looking for help administering it. > -- email support in mailing lists is good enough for 95% of folks > except business that already have their inhouse staff or their > local "friends" I'm hoping more people have the mentality that they prefer on-call tech support people who will definitely help them with their computer to mailing lists where the people may or may not answer the question, depending on their mood. Remember, most home users are switching from Windows, where paid support is the norm and the computers don't really need much/any administering. The people who want linux to be the same way are the ones I'm hoping to attract. -- Vikki Roemer Homepage: http://neuromancer.homelinux.com/ Registered Linux user #280021 http://counter.li.org/ Windows 2000 is more secure than Linux... Since the machine is offline half of the time because of crashes, it cannot be accessed globally, therefore producing higher security. -- From a Slashdot.org post PGP fingerprint: 0A3E 0AE4 CCD9 FF31 B4BB C859 2DE1 B1D8 5CE0 1578 Keyserver: http://pgp.mit.edu/ -----BEGIN GEEK CODE BLOCK----- Version: 3.12 GAT d-(?) s: a18 C++++(++) UL++++ P+ L+++>++++ E W++ N+ o? K- w--() O? M? V?(-) PS+(+++) PE(++) Y+ PGP++ t+@ 5 X-() R*(?) tv-- b+++(++) DI+ D--(?) G e-(*)>+++++ h! r x+ ------END GEEK CODE BLOCK------
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