Well, i'll write my answer in english and spanish (Mariano and Esteban, please help if in my translate loose some think).


English

At least for my experience in other technologies management, (My Smalltalks clients are small companies, and save in any think they can), the client feel more comfortable if pait to support to a third person.
That is, for�much as�a small payment,�and answers them�one�person at a�call center, which has no�idea what�the�answer�and�just follow�the guide for questions�and answers�such as "Is the power�machine on?" not�matter, they feel more�comfortable.
Especially when you�go�to the�production stage.�In 90% of the cases, calling�the provider�of the solution to�any problem,�but they feelmore secure�if you have�Oracle, Microsofts, Etc.��support
If you see�as�the business�model�of�Gemstone�Currently, only the�Enterprise�license�is paid.
In this�sense, I think�it would be very�important to have a�figure as�official support�and a�supported�release,�is�something like�RedHator PostgreSQL.�If the goal�is to grow�in space�Pharo�Enterprise.

On the other�hand, I agree�there�is an active community, it�is almost meaningless,�but keep in mind�that many cases�those who manage�a technology area, don't know�technology,�and need a�comfort zone�and�someone to call�at a�crisis

With regard�to structure, I think�that those who�agreed to join the�Consortum�have to have a�role, I guess�the first�line�(the�most common questions) should be�results from�a list.�After�X�time, for example�48 hours, or whatever�you define.
The case must�be taken�by one of the�engineers.�All you�have�to keep in mind�that contact with�the subscriber,�should be one�and only, not to make�noise.

Best

Spanish.

Por lo menos durante mi experiencia de gesti�n en otros tecnolog�a, (Los clientes que tengo en smalltalk, son PyMes y ahorran en todo lo que pueden ), el cliente se siente mas�c�modo�si paga �a un tercero, para soporte.
Es decir, por mas que sea un canon chico, y lo atiende una persona en un call center, que no tiene idea de lo que esta contestando y solo sigue una�gu�a�de preguntas y respuestas tal como, "Tiene encendida la maquina", no importa, se sienten mas comodos.
Sobre todo cuando pasan a la etapa de producci�n, en el 90% de los casos, terminan llamando al proveedor de la soluci�n, pero se sienten mas seguros, si tiene el soporte de Oracle, Microsofts, Etc.�
Si ven como esta armando el negocio de Gemstone Actualmente, solo la licencia de uso Enterprise tiene precio.
En este sentido creo que ser�a muy importante que exista una figura de soporte oficial y un release soportado, algo as� como tiene RedHat o PostgreSql. Si el objetivo es hacer crecer Pharo en el espacio Enterprise.

Por otra parte estoy de acuerdo existiendo una comunidad activa, esto casi carece de sentido, pero tengan en cuenta que muchos casos los que�gestionan�un��rea�de�tecnolog�a, no conocen de ella y necesitan una��rea�de�comodidad�y alguien a quien llamar ante una crisis.

Con respecto a la estructura para esto, creo que aquellos que aceptamos formar parte del Consortum tenemos que tener un rol, �supongo que una primera linea (las preguntas m�s comunes) deber� ser resulta por una lista y pasado X tiempo, por ejemplo 48 horas, o lo que se defina.
El caso deber� ser tomado por alguno de los ingenieros. Lo��nico�que habr�a que tener en cuenta que el contacto con el suscriptor, deber�a ser uno y solo, para no hacer lios.

Saludos


http://about.me/diogenes.moreira


2011/12/12 St�phane Ducasse <stephane.ducasse@inria.fr>

On Dec 12, 2011, at 11:45 AM, Sven Van Caekenberghe wrote:

>
> On 12 Dec 2011, at 11:28, St�phane Ducasse wrote:
>
>> We need your inputs to build a structure to answer these questions.
>> So what would help you to make your clients feel more confident?
>> Again I repeat it (and I know that you know): we are really interested in making business grows around pharo.
>>
>> so do you think that the consortium could have a list of
>> � � �companies offering services?
>> � � �freelancers?
>> � � ��
>> The consortium should help you.
>
> Having an active community where many people participate in making Pharo better all the time is the best reference.
>
> It is also important that success stories, even small ones, are shared.
>
> Having a public list of available consultancy resources would be good, yes.
>
> But I guess that half the people on these lists are available for remotely delivered services in one form or another ;-)
>
> Although it is important that the community keeps on growing, we reached critical mass a long time ago, IMHO.

:)
Yes but I would like to structure that point :)

>
> Sven