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Looks like growing pains.
With the rapid rate which NATS has been deploying new sites and the complexity of the product due to it's configurability I've been expecting to see some grumblings about support.
The product is solid and well designed. However, it has a substantial learing curve even for an experienced techie. And many of the people implementing it are business people, not techies themselves. Even those who have techs on staff, often will have techs who have never dealt with anything as complex at NATS. This makes it very easy for a company to shoot themselves in the foot with the product by misconfiguring it.
All this adds up to a massive demand on support and if it doesn't come fast enough and with good quality, you get pissed off customers.
Jon has a challenge here, including now a potential image problem with a couple of high profile clients leaving, but I'm guessing he's up to it. I'm impressed that he didn't try to do spin control here and admitted a fuck up. I really respect that.
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