This is the first of several blogs that will talk about some of the things Mentor Graphics does and try to explain why. Although I have a list of topics that I think are questions many of you have, I encourage you to submit questions that might be of interest to you and other readers.
To get you started, here is a list of some of the topics I am planning to cover.
Why does Mentor need your test cases?
What are the pros and cons of electronic support versus direct 1:1 support?
What are the Annual Satisfaction Survey results used for, and what were this year’s results?
Why is a "perpetual" authorization code 15 months?
How can we share data securely and remotely?
What training alternatives does Mentor have?
Why does Mentor deliver all software electronically?
What is centralized support and how might it impact you as a user?
Why will Mentor deliver documentation on SupportNet instead of with the product?
I hope for open dialog on each of the topics. I fully expect we will disagree on some of them. The point of this blog is not necessarily to convince you that our methods are correct, it is more to help you see our side of the issue and learn more about how our position affects you. After 30+ years in the support industry, I know that understanding more about how our decisions impact you can often lead to changes to minimize that impact.
Obviously some of the things we do are to protect our intellectual property and to secure our financial position. But sometimes what we do has impacts we haven’t considered. We have a strong history of getting feedback from users and then making changes based on that feedback. Generally factoring in your position results in better processes for all of us.
I will try to update this blog every couple of weeks with a new entry. Please check back occasionally to see what’s new.
At Mentor we understand that you are the ones paying the money. We are interested in your thoughts and want your experience with us to be as positive as possible. I look forward to hearing from you.
Vice President & General Manager
Mentor Graphics Customer Support