Peregrine Support Nordic will close down this week

[sjensen]

It came to my attention today that the last two support technicians will leave Peregrine Support Nordic Thursday this week at 16:30 local time. Four years of good support is now over and we (customers and partners to Peregrine) have to look somewhere else to get help.

From what I understand the help is not far away and it looks like that we have three different ways to get support:

a) Rubik Support Nordic will start to offer their services from the 1st of December 2002 and they will be located in Ballerup in Denmark. Two individuals from the old Peregrine Support Nordic Team will start to build up partner level 1 support to customers using products from the Peregrine Application Suite in Denmark here at the beginning. The two persons are Senior Technical Support Engineer Jørgen K. Larsen and Michael Kristensen.

b) I assume that IBM Support Nordic will offer the same kind of services and I can inform you that Technical Support Engineer Jarmo Joensuu have joined IBM Support Nordic in the Nordics and he is located in Finland.

c) I have heard that we can expect to see our emails and calls to be diverted to Peregrine Support in England, effective from friday morning since Jørgen and Michael are gone. So I assume that Peregrine Support in UK will also be a choice you can make.

I want to make it clear to you that this is the information I have of today and I am more than convinced that Peregrine in the Nordics will come out with an official statement about (a+b+c mentioned above) and around the support situation the next coming days, let us give them a chance to do their anouncement.

Now I guess that you are asking your self, what happend to the rest of the Peregrine Support Nordic Team and here are the details:

Steen Jensen went back to the Danish IT industry doing non-Peregrine work in the System Management area.

Julie Valant (Rasmussen) went out in the Danish IT industry and she does non-Peregrine work in the IT-Support area.

Björn Ängvreten went out in the Swedish IT industry and he is doing non-Peregrine work within IT Support and Services.

Edvard Hambro went back to the IT teaching industry in Norway and he is doing non-Peregrine today.

That was all, have a great week everybody :P

/Steen

[tommy]

Still have not received any official announcement from Peregrine about the close of nordic support

[tommy]

Got an email today from Søren Bøving explaning the situation.

Peregrine has made an agreement with IBM about 1. level support in nordic region. In the transition period the support will be handled by Peregrine UK.

[jeppegotha]

Got the mail too...

det bliver spændende hvem der kommer først med 1.level support; ibm eller rubik

[tommy]

Well even if Rubik is first IBM will have the advantage that the support number will be routed to them.

[sjensen]

Got the email too.

We now know the destiny of the old Nordic Support Team and we also know that Jørgen K. Larsen and Michael Kristensen have joined Rubik in order to start up Partner First Level Support for Peregrine products and they are really good. Besides from being technically skilled they also speak DANISH, this is very important because we want to talk to somebody in our own native language. :roll:

Reading the content of the email I received it sounds like to me that IBM will be able to offer the same services, good when will we hear something from them with a presentation of their Support Team?

For how long will this transition period last?
Are we talking about two or three months?

I must conclude that IBM have managed to put individuals in next to the one person they managed to hire from the old team. Admitted, this individual is VERY GOOD, but he is located in Finland and he is tri-lingual when it comes to languages (Finnish/Swedish/English) and I do have BIG respect for him, a great person and high technically skilled, but he can't do the job alone, who are the other persons and what background do they have when it comes to knowledge about the Peregrine products?

I think Rubik have the best cards on the hands, two very good technicians offering support and load of knowledge and expertise within the consulting services area. But I will also say that I have seen good IBM consultants as well, just look at Lennart Rutberg and Sven Elmgärde in Sweden.

Lets see what happens, Peregrine have invited to a so called Roadshow next week here in Copenhagen and I expect to receive information about the transition.

Lets pray for a fast transition

/Steen

[tommy]

I just got following from UK Support:

Thank you for the STR's. Could you please send all future emails to
support.nordic@peregrine.com as tickets are now being handled back in the
Nordic region.

[sjensen]

Yes, I have been talking to Jarmo Joensuu today so the phones are diverted back into the Nordics and nobody have informed us. Well, I like the "Finnish Maniac" a lot, but when will we be able to speak to Danes?

Maybe I will get another surprise if I call tomorrow, maybe a Mr. Jensen og Mr. Hansen will pick up the phone :wink:

Tommy mentioned something today about an email being bounced back using the email entrance to IBM Nordic Support.

I only know Jarmo in this team, I don't have clue about other supporters being present, rumors say 2 in DK, 2 in NO, 2 in SV and then Jarmo "the Vodka Boy" in Finland. No presentation has been given out telling us what level of tehnical services they can provide and what kind of experience they have with SC, AC, Connect.It, OAA, InfraTools and so on, so ..?

The alternative choice could be Rubik Nordic Support, Joergen and Michael from the old team will be present there and this equal to a full product cover.

I am just making a point here, put your maintenance money with the team with the best technical knowledge and expertise, how difficult can it be.

/Steen

[tommy]

The bounced mail was not when sending to support_nordic@peregrine.com but when a IBM supporter sent an email to get a new status. When replying to that the reply address was a weird looking address in Sweden which bounced.

And Steen the other issue we talked about. I sent an email to Peregrine about it so lets see how fast they are in that area.

[tommy]

I have now received the first answer on an issue sent to support. It was very disappointing.

On my question about why "OTI Event" was put in the first line of update.action when a input event updates a ticket I got instructions on how to limit the text from update.action in the OUTPUT event ????

[Maite]

Hello,

I'm sorry for nordic support, I agree that is better to take support in your own language. Here, in Spain, Peregrine support left one month ago and we are still waiting for an official announcement :-? (I discovered it by chance)

[tommy]

Yeah, one thing is that we all know the troubles Peregrine has but they can at least inform the customers about major changes in support.