Edit: This is still a relevant discussion. There is value in beating our head against the wall and figuring things out, I know I learn and retain a ton of information using that method. However when a business is being affected because a server is down and every second counts, I do not hesitate to open PMRs and utilize those support contracts and get help, we pay to have access to additional resources so remember to take advantage of that option.
Originally posted August 19, 2007 on AIXchange
I like the quote “there is no shame in calling support.” I was talking to a co-worker, and we were talking about a problem that had cropped up in our environment. We weren’t sure how to proceed. Google and our usual methods of searching for answers didn’t help us in this case. Instead of wasting more time searching for the answer on my own, I called IBM and quickly received the answer I needed to solve the problem.
How long do you usually wait before calling in a problem? With a hardware issue, it’s a no brainer. You need the CE to bring out a new part, and you call it in. With software support, it can be complicated. We’re supposed to be the experts, we know it all. In reality, everyone needs help at some point. Whether it is a new technology that you are still learning about, or an obscure setting that you have forgotten about, what are the situations that warrant you calling IBM for help?