You've read about the different approaches taken by OTG and R&S. If you were a customer, which company would you want to do business with? If you're a vendor, which approach would you rather emulate?

Adapt or die

The times, they are a-changing, and support models change right along with them. If the incumbent vendors can't adapt to the higher customer support expectations set by the newer entrants in the field, they're going to end up on the same dusty shelf as the TDM PBXs they used to sell.

John Neiberger is the senior data/voice systems analyst at a regional financial institution in Colorado. He was an operations supervisor at a branch office before changing careers and transferring into the network services group, where he has been for seven years.