Dear “Welder”,
Gimme a break! You’ve never had a similar experience with Avid phone support? Don’t you remember the days when you were lucky if anyone even answered the phone at Avid? I learned most of what I know about fixing Avids from reading the manual while waiting on hold for the tech support I paid for! Talk about unresponsive! Go to the AVID-L (1 or 2) and do a search for complaints about phone support. I’m sure you’ll find plenty of them. In fact, that’s why that user group got started… to support each other in lieu of the inadequate phone support then available.
If you’re so nervous that you can’t handle any downtime, then I suggest you either improve the quality of your “on site” support or contract a local firm for tech support. X-SAN is NOT a simple “plug and play” system. Like a Unity, it requires a significant amount of “IT” knowledge. As you know from operating the Avid side of your building, it’s very hard to diagnose “system” problems on the phone. Why do you expect that FCP with X-san would be any different?
You don’t say what the problem was or how it was resolved. Sure it could be equipment/software related, but it could also be something “user related”. The tone of your post smugly suggests that if Apple wants a piece of the “professional” market they better shape up. I’ve got news for you… Apple’s not “courting” pros, they’re already in bed with plenty of them.
mark