Altera mySupport

[Khim Bittle]

hi folks ... since I often see comments in this group pounding on the
manufacturers technical support problems I thought I'd offer a
different view ... I currently have three Cyclone projects in
development, one in house and two for contract customers , and I
recently got in the tough stuff over my head and fired off two Altera
mySupport requests, the next business day both were answered
thoughtfully and in detail ( one took about half a page of typed out
steps ) ... yes sometimes the 24hr response time can be a drain but I
once again have been suprised with quality support. just my 2'c KB
(come on Cyclone 2)

 

[Naveed]

My experience with Altera's mySupport is pretty bad. Out of 5
questions I asked them none was replied to my satisfication. When I
followed up, they asked for my design files, when it was completely
unnecessary. I wasn't really asking for any design problems, but
rather capabilities and features of the Cyclone.

 

[Mike Treseler]

Naveed wrote:

My experience with Altera's mySupport is pretty bad. Out of 5
questions I asked them none was replied to my satisfication. When I
followed up, they asked for my design files, when it was completely
unnecessary. I wasn't really asking for any design problems, but
rather capabilities and features of the Cyclone.

In-house tech support groups for any company
are optimized to answer FAQs and provide work-arounds
for reproducable bugs. It's the sales and field apps
guys that love to talk capabilities and features.

-- Mike Treseler