Great support is NOT asking that a problem report be closed, even if it was never fixed, because the support engineer gets rated on how long support calls stay open. Great support is NOT asking questions to the support engineer and learning that you known more about their product than the support engineer. Great support is NOT saying to our customers that we will not work with you on other issues, such as other vendor products or Unix specific problems, like swap space, which can impact getting a product to work correctly. Great support is the ability to talk to knowledgable engineers who understand that every problem is very important and can potentially impact the productivity of our users. Great support is not only providing insightful solutions in a timely manner, but also to follow up with the customer to ensure that the solutions proposed really did resolve the original problem.
Great support is to respond to the user in a courteous and friendly manner.
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