(ICU 04 Item 7 ) ------------------------------------------------ [10/07/04]

Subject: Cadence email Support

SIX OF ONE, HALF A DOZEN OF ANOTHER:  I didn't know that Cadence email
support went to the hotline staff.  Makes this question redundant.  D'oh!


     Do you regularly use the Cadence email support (Y or N)?

               Yes:  ################## 36%
                No:  ################################ 64%


     What do you think of Cadence email support?

            Useful:  ###################### 44%
             mixed:  ################# 34%
     waste-of-time:  ########### 22%



  I usually use the email support.  I makes it easier to their tech support
  to understand our issues.  If you call you end up having to send an email
  with a test case anyway, so why not just do that in the first place?  The
  email also makes a nice log of the issue.

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  Email support and hotline results in the same queue in Europe.

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  I use it for non urgent request and I'm quite happy with it

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  I only use it if it is LEC issues.  I do get useful technical answers.

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  Not official Cadence "email support".  I usually email my AE and he/she
  opens a ticket a direct it to his/herself.

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  No, the first line support for Cadence is so bad that it is to be avoided
  at all costs.  It's a waste of my time and the people giving the support
  don't seem to enjoy it much either.

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  No, because all of them will be sent overseas and you couldn't get
  whatever you expect.