SUMMARY: Needed or not needed----FrameMaker maintenance and tech. support

[James Bauman <James -dot- Bauman -at- SAFETY-KLEEN -dot- COM>]

From: James Bauman on 02/20/98 02:21 PM


To:   TECHWR-L @ LISTSERV.OKSTATE.EDU
cc:
Subject:  SUMMARY: Needed or not needed----FrameMaker maintenance and tech.
      support

*  *  *  *  The following question was posted on 02/18/98:

        Our department is planning on buying copies of FrameMaker 5.5 soon.
        Two related items connected with the purchase have come up
        recently.  A catalog firm that sells the software at a good price
        mentioned these options:

             FrameMaker Win Maintenance-----includes all product upgrades
             for one year-----$149.00 per copy.
             CF Technical Support------includes toll free technical support
             for one contact, one product per year-----$149.00 per copy.

        Has anyone purchased these options?  Are they worth the cost?
        Whether you have or have not purchased them, what have you heard or
        experienced as to their usefulness?

*  *  *  *  The following responses were received:

        RESPONSE # 1 ----------

        Recently bought 5.5 from HighSoft.

        I included the ADOBE support to cover upgrades (I
        expect a V6 within the 12 months from 5.5's date
        of purchase).

        I did NOT buy the HighSoft support (despite being
        satisfied with HighSoft on all accounts).

        BUT, you are asking the wrong list ... check on the
        FrameMaker list -- you can subscribe from the
        FRAMEUSERS' URL  http://www.frameusers.com/
        as it happens, HighSoft has at least one person
        monitoring/participating in the list; some Adobe
        people also lurk and occasionally offer advice.

        RESPONSE # 2 ----------

        I've never heard of these options. I've gotten all the FrameMaker
        help I need from www.frameusers.com
         (definitely join the Framers email forum or get the digest).
        Emails to Frame (Adobe) customer support have
         been answered quickly. I've gotten all minor upgrades (for
        example, 5.5.1, 5.5.2) at no charge from Adobe.
         (A trick, when you crash -- and you will sooner or later -- send
        the crash file to Adobe! That automatically gets
        you early shipment of updates when they are available.) Major
        upgrades always cost some $$, and you'll get info
        on them well before their release. I really don't see the benefit
        of the options you mentioned, and I would not purchase them.


A big THANK YOU to the two writers who responded!  Have a good weekend
everyone!

Jim Bauman
IS -- Technical Publications
Safety-Kleen Corp.
Elgin, IL
1.800.669.5740  Ext. 2714

mailto:jbauman -at- safety-kleen -dot- com