[Tim Gerhard] “but you need to take their location / time zone into account. Imagine Products are in Indiana USA, YoYotta is in the UK, and Hedge is in Amsterdam or something?”
This statement is for those currently in the USA. If you happen to be in India like me, then all are far away, with the US being the farthest, with a solid 9.5-12.5 hour time difference making any telephonic support a night long affair for any one side.
Regarding Hedge, I own 10 licenses of Hedge and just bought 3 of Canister. I’ve found Hedge support to be excellent and usually get a response within a few hours.
Similarly Tolis and Bru. I have three licenses, and I’ve not had too many issues that needed issues, and for the few that have, I usually get an e-mail response within a day or two.
And I have one license of Yoyotta ID LTFS. For which support from Martin has been excellent. Even though I’ve contacted him, not with issues with the software, but my lack of understanding how to use it and he’s been patient too.
I also bought a license of Imagine Preroll Post some years ago, but ran into a database problem when just starting a large feature rushes backup. A problem that didn’t get resolved so I stopped using that software and eventually abandoned it.
I have 4 LTO drives of my own and use two others at client establishments. And I backup to LTO about half a Petabyte annually.
When dealing with LTO, hardware support is sometimes more crucial than software support, as I’ve found often, hardware issues manifest themselves as software issues. And in this matter, support from Tandberg has been excellent at least here in India. Whereas the other tape hardware manufacturers are absent to non-existent in India.
A huge problem in India are high Customs tariffs and slow import/export procedures. So, anything needing shipping hardware back and forth is a huge no-no. So, if anyone said there were making an LTO drive and were US based, and their support needed sending a drive back and they would send a replacement same day, for us in India it would mean two week turnaround with a possible customs duty added.
So all of this support thing is pretty regional. There really is a huge world out there, and a lot of it is also outside the US.
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Neil Sadwelkar
neilsadwelkar.blogspot.com
twitter: fcpguru
FCP Editor, Edit systems consultant
Mumbai India