My $0.02 on Rim documentation and support.

The documentation is very poor. It looks good on the surface. Especially if you print it. You will end up with an impressive pile of paper. But as you read through it you will notice that 85% or more is duplicated in every document. There is little or no real detailed information about how to do anything. if you download the 4 or 5 docs associated with any process or upgrade you will find that 85% of the content of docs are copied from the others you just downloaded.

The web server that you dload docs and software from is the slowest corporate support server I have ever paid to use. Its been dialup slow for years.

The service packs are the same size as the root application - which is great since that means that you will spend hours trying to dload the 300mb file at dialup speed or just a little faster.

If you want some fun look in the docs or ask Tsupport for the domino weekly required maintenance. TSupport will tell you that you should run maintenance weekly. The cool part is the maintenance that they blame many issues on requires the server to be shut down so it can be run. So they are telling you to take your server down weekly to run maintenance on the BES folder. Thats insane. Manual, weekly, mandatory down time... WOW ... Great enterprise application.

For more fun ask Tsupport what changed in the recent devices that enforces a more secure password than is defined in the IT policy. And ask them for the documentation of that change.

Try searching the support site for anything. The site is impossibly slow and the search is nearly unusable. Its also helpful that its not indexed in Google.

Call TSupport and ask to be notified of outages. They will tell you that to have them notify you you must pay for the highest level of support. Thats nuts, you wont tell all your paying customers when you are having a problem ? Just the top tier ?

Then finally try downloading a couple updates. You have to continually go thru an identification and approval process, agreeing to not export the software. Why don't they use cookies or sessions to see that you JUST went thru all that and now simply want to dload another file or more documentation. ?

We only have 150 users and luckily the server once setup is pretty stable, even though I dont take it down every week for maintenance.

<Rant off>