IA Project Interviews Interview 3

Interview Notes #3

Table of Contents

• 1. Interview details
  • 1.1. Transcript

1. Interview details

Interview was conducted via email on 9 October 2018, between Lana Brindley (LB), located in Australia, and Raúl Osuna Sánchez-Infante <rosuna@suse.com> (ROSI).

Raúl Osuna Sánchez-Infante is a SUSE Manager Support Engineer.

1.1. Transcript

Who are our users (both internal and external)?

The customers I deal with are the ones who bought a subscription for SUSE Manager. Some of them also bought premium support, and in those cases I deal with their support engineer (someone from SUSE from the premium support team). Those are usually big customers.

What experience and knowledge do they have?

Well, this depends a lot on the customer. The ones who really know what they do don’t bother much, and they simply send clear bugs. Some others contact us even for configuration issues, without even reading docu or trying anything. Specially asiapac customers.

What environments are they working within?

SLES and RES. Supported or unsupported versions, they don’t usually care much about it.

How are they using SUMA?

It is mainly their tool for patching. In a smaller amount, they use it for deployment and configuration.

Have they read our existing documentation, and do they have feedback for us?

Depends on the customer.

What information do they look for when working with SUMA, and where do they go to find it?

They have maybe too many resources to look into: suse manager wiki, documentation, some advanced documentation and best practices…​ On top of that, support TIDs. Many times they google the things. In the past things were more splitted, but I think now https://www.suse.com/documentation/suse-manager-3/index.html shows a good overview of everything.

Anything you have to share with us would be gratefully received

It’s a bit difficult to think about better ideas