
PC X Server Product Review Guide
INTRODUCTION
This document was designed as a guide for IS professionals or anyone who needs to evaluate PC X servers for corporate use. Although other audiences may find it informative, an evaluator will find this guide particularly useful in the following two areas:
First, on an informative level, this guide provides a discussion and background material on the X Window System ("X") and X server-related topics. An examination of specific factors surrounding PC X server implementations and their relative importance, based on many previous customer evaluations, should prove helpful in developing an impartial test bed. Second, on a utility level, this guide provides handy worksheets designed to aid a reviewer in the evaluation process itself.
We have endeavored to make the worksheets both easy to use and as comprehensive as possible. They should help organize even the most detailed evaluations and assist in keeping a multitude of information in good order. The worksheets are complete with checklists of features, and have ample space for topical notations and performance ratings. They are ideal for side-by-side comparisons.
Purchasing a solution, not a product
PC X servers have been described as the "glue of interoperability." As such, the selection of a reliable, high-performance product can be vital at large corporate sites, where both experienced and inexperienced UNIX users depend on the PC X server for mission-critical operations. Industry trade journals can provide valuable information, but such reviews are understandably limited by available equipment and a concerted effort to recreate a representative environment. As most of these trade journals advocate, the best PC X server for a particular corporate site can only be determined by evaluating the product within the normal operating environment of the site.
With that in mind, this guide will assist corporate IS or other responsible professionals in making the most informed selection of a PC X server. The purpose here is to assist in developing a framework from which various products can be impartially evaluated within the parameters of a specific corporation's operating environment. We hope that this will help in your evaluation process.
What is X?
The X Window System is a universally accepted graphics protocol. It was developed at the Massachusetts Institute of Technology as part of Project Athena, which was co-funded by DEC and IBM. MIT sought a way to network multiple, varied hardware systems; have a standard graphics user interface on all systems; and simultaneously access applications and processes on different computers from a single display. X was developed as the solution.
The X Consortium is responsible for the ongoing development of X software. This software is used by various hardware and software companies as the basis for X implementations on a multitude of hardware platforms. These companies port, debug, and enhance X Window System releases, processes which can result in performance and functionality differences on computers and display devices supporting X.
The X Window System has rapidly become the standard for users with heterogeneous computing environments, because it incorporates and improves the best features of previous computer technologies. Following are some of the advantages offered by X:
- An ability to share computer resources, which lowers the cost per seat for individual users.
- Access to fast, modern computers and networks that provide a high level of continuous computing power.
- The X protocol functions independently of hardware, operating systems, network transport, and local display devices.
- The X graphics library allows developers to write applications that are portable across all platforms supporting X.
- Consistent graphical user interfaces and WYSIWYG graphics are available to all X-based platforms.
- X is network-transparent, and also transparent to the user.
- X facilitates the display of high-quality graphics, imaging and text, and permits the simultaneous display of many host applications.
- X is vendor-neutral and an open system technology-- it is both portable and extensible.
- X can display on any bit-mapped screen.
Basic X concepts
The fundamental advantage of the X Window System over past computer technologies is that it separates device-dependent displays from computer-dependent application processing. To accomplish this separation, a portion of X called the server is designated to handle all display of graphics information while application programs, called clients, are processed independent of display considerations. The clients initiate and control interactions with servers as required.
The X protocol is the well-defined, hardware-independent graphics protocol that allows clients and servers to communicate. The servers and clients (which may be from the same or different vendors) may reside on the same computer (usually a workstation), or servers may reside on display devices that are remote from the computers on which the clients are executing. A server can even simultaneously display data from clients running on various networked computers. This provides the flexibility to design a network that uses computing resources in the most efficient manner and suits the needs of specific business environments.
The Advent of PC X Servers
PC X servers are X display servers that run on personal computers. By integrating and connecting PCs with X computing environments (which are usually UNIX-based) over networks, PC X servers provide cost-effective X terminal emulation capabilities to any desktop PC. The main appeal of X on a PC in corporate environments is the ability to operate local applications simultaneously with UNIX applications, which permits an easy exchange of data via "cut and paste". PC X servers have been advancing since 1987. PC X servers are offered by an ever-increasing number of companies, and accommodate computing platforms that include DOS, Windows and Windows NT, OS/2 and Macintosh. Serial PC X servers are also available for remote access over standard telephone lines.
PC X server revenues are expected to grow at a CAGR or 45.2% through 1998 1, making PC X servers one of the fastest growing areas in the X market--over twice the rate of the X Window System. As the market for PC X servers continues to grow at an unprecedented rate, there is a multitude of products from which to choose. Many large companies find that a strenuous evaluation process is required to reach a decision. Complicating the evaluation is a practice by many vendors to "throw in the kitchen sink", in an effort to make their product seem the most comprehensive. However, the evaluator must resist the temptation to compare "checkmarks", and instead focus on comparing the features relevant to the user's particular environment. Typically, additional features result in additional complexity.
Investigating the Features
Chief factors to consider when evaluating PC X servers are compatibility, transparency, performance, and ease-of-use, as well as the stability and quality of service of the manufacturing company. The section of this guide entitled, "Evaluating PC X Servers" analyzes a variety of factors and features available in varying degrees from X server vendors.
Worksheets in this document can help make the job easier. In the technical support section, a worksheet can be found that is ideal for evaluating the quality and timeliness of the technical support staffs of the product vendors. There is also a worksheet for evaluating features of a PC X server.
For a listing of the requirements necessary to run PC X servers, refer to the section entitled "Requirements and Troubleshooting".
EVALUATING PC X SERVERS
Following are discussions of a number of factors that help comprise a comprehensive PC X server. The purpose of these discussions is to help an evaluator compare similar factors in separate products. The value granted each component by its manufacturer, and the subsequent attention awarded to it, help define the product itself. A person wants to choose the software product whose manufacturer placed the same value on certain factors as he or she did. That PC X server would be the best for that individual. For this reason, each PC X server should be noted for those factors it emphasizes, and devalued for those things on which it focuses less attention.
These discussions target on the topic of the contributions and relative importance of the various components of a PC X server. The following discussions appear in this section:
- Performance
- Compatibility
- Installation and Implementation
- Ease of Use and Transparency to the User
- Price vs. Value
- Technical Support
- Corporate Track Record
Performance
There are few things as satisfying for a computer user than lightning-quick redraws of screen graphics and instant responses from mouse and keyboard inputs. Developers, graphic designers, architects, coders: everyone becomes addicted to speed. People responsible for administering large networks of PC X server users will find that performance is the top issue for users.
Fortunately, PC X servers have evolved to take advantage of new, reasonably priced, high-performing hardware so that performance is now approaching even workstation levels. However, the PC end user who wants to display X clients (applications) alongside Windows applications expects these clients to respond as if they were running on the local PC, despite the fact that the client is actually executing on a remote host across a network of finite bandwidth. For this reason, the focus on PC X server performance has intensified, and measuring performance is usually one of the first tasks evaluators undertake.
Measuring performance
Evaluating the performance of PC X servers may be the most difficult task in the review process. There are many standard tests that have been devised to measure the performance of X workstations. Most of these "benchmark" tests can be used to judge the relative performance of PC X servers as well. However, the evaluator should be aware that many of these tests can be easily defeated, and results can be greatly skewed if care is not taken to gather and analyze the relevant information. With this in mind, we devised a thorough and fair procedure for comparatively testing performance. Review and perform the following six steps to ensure an accurate performance comparison.
Step 1: Optimize the X server
Most PC X servers have performance optimization features which the user can configure. Terms such as "Fast Line Draw," "Accelerated Drawing Mode," "Zero Width Line Draw," etc., are typically good indicators of performance enhancement features. All of the X servers' performance enhancement features should be activated. If there is doubt, reference to the appropriate user manual, or consultation with the X server vendor for its recommendations, is advised.
There are many factors impacting performance. Hardware and software external to the PC X server play a significant role in the overall performance. Such items as Windows Accelerator Cards, VxD-based TCP/IP stacks, large amounts of available memory, fast network cards, etc., can all seriously impact the overall performance expected with any PC X server.
Step 2: Compare apples to apples
Run all the planned tests in exactly the same environment! The smallest variation can greatly affect the outcome of a performance analysis. The evaluator should use the same TCP/IP stack, same memory configuration, same video card and drivers, and if at all possible, the same PC or PCs for the testing.
Step 3: Repeat the tests
Repeat each test at least three times. Many environmental conditions such as network load, network errors, processor load, and others can have an impact on the performance evaluation. One recommended method of minimizing the impact of these factors is to vary the time of day that these tests or operations are performed. Careful analysis of the data is vital; any large discrepancies should be thrown out and the test re-run. Average the performance results after gathering the data. This will help to reflect the type of performance a user may expect in regular usage of the product.
Step 4: Run several different tests, carefully analyze the results
If benchmark tests are conducted, pay close attention to wide variances in benchmark results. This is only one piece of the puzzle, and an overall evaluation should not be based solely on the results of a benchmark test. Many PC X servers handle drawing, text, and fonts differently, and the results of a certain series of tests may be greatly skewed. This is one of the important reasons for running several different test suites, such as x11perf, Xbench, Xmarks, and Xengine, and adding the results together for analysis. A server may have greatly optimized a particular function, but may fall short in many other areas. Exceptions should be noted, and compared to other PC X server candidates in the evaluation.
Close attention should be given to marked differences in a certain area such as line drawing, pixel moves, circles, arcs, etc. A particular function may be greatly enhanced or optimized, but may also have little or no value in the day-to-day application of the X server.
Step 5: Test applications that you will be using
Even after running a series of benchmarks, a performance evaluation should also consist of a test suite of the applications to be used at a specific location. These applications should be used in a simulated "real" user environment. All the aspects of a particular application(s) should be tested. If, for example, a 3D CAD package is used, don't just load the application and time how long it takes for the first screen to appear. By doing that, the TCP/IP stack is benchmarked, not the PC X server. Instead, bring up a working file. Rotate an image, store the image, make modifications, maximize the window, redraw, minimize the window, etc. In other applications, give the server a complete workout. Many times these tests will truly show the difference between one product and another.
Step 6: Test for true 32-bit capability
While most products claim to have 32-bit performance, many have been developed from 16-bit code base as a shortcut, and some still contain 16-bit modules. This kind of compromise can definitely affect speed, particularly on 32-bit systems like Windows 4.0 and Windows NT. Testing for true 32-bit capability boils down to one indication: a product with 32-bit capabilities must run in Windows enhanced memory mode on a 386 computer. If the vendor's instructions for operating its software on a 386 does not require enhanced mode, then it is not true 32-bit.
Compatibility
An IS professional would be well-advised to probe a PC X server's compatibility, perhaps even before testing its performance. After all, why invest in a product that will not run all the desired applications? If it does not, then it can't matter how fast it is or whether or not it is easy to use. Evaluate each product based on whether or not it meets specific needs. In fact, it is wise to go beyond that. Attempt to anticipate evolving needs well into the future, and consider purchasing only the products that accommodate continued expansion and diversification. To help do this, consider the following questions:
- Is the product capable of running all the existing X applications currently required? Attempts should be made to run each and every one of them. It is not enough to simply start the application. Run some processes in the application and check the menus, appearance, and speed. All of these factors should work and appear exactly as expected, if the PC X server is to be considered truly compatible.
- Can the product be installed on a variety of platforms -- not only the type of platforms currently employed, but also those which may someday be used. While the platforms for which there is only a potential need cannot be tested, the packaged documentation can still be checked to determine if it is supported.
- Does the product support a variety of network environments? For example, NFS, IPX, serial lines, and TCP/IP. If there is a possibility of including a Macintosh in the environment, check to see if the product supports Ethertalk. Does the product support all the major video cards? These issues can be a concern for environments that are constantly changing, expanding, and diversifying.
Installation and Implementation
A good installation routine is seamless, rapid, easy to use, and ergonomic, requiring only a minimal amount of time and interaction with the user. When the installation has finished, the implementation should already be accomplished: the product should be able to run immediately, without further "tweaks" or reconfigurations. Compare installations and implementations based on these important considerations, as follows.
- How often is the person forced to interact and answer questions during installation? Obviously, the fewer user interactions required, the better.
- Can the product be installed from a network? This eliminates significant hassle and saves time. It allows people administering many seats to avoid continually loading and exchanging floppy diskettes at each individual workstation.
- Can it install on a variety of platforms, including a server? This type of flexibility enhances a product's ease of use.
- Does the installation program warn if there is a possibility it may alter or rename a resident file? If it does not, it should, or it should return an error message.
- Can the installation be customized? A good installation program allows you to choose between a default quick installation and a customized one which would permit tailoring specific considerations to individual needs.
- Is there a "Getting Started" on-line tutorial? Although not all users would want one, a tutorial shows that the representative company is serious about its service to the customer, and does not discriminate between the types and abilities of users.
Ease of Use and Transparency to the User
Ease of use and transparency in a PC X server, although difficult to quantify, remain key issues for both the end user and the IS professional. They are core to the X philosophy. The typical user wants every complex process condensed into a single mouse click or command statement. Furthermore, the user expects the interface to be clear and easily understood, and generally does not want to spend time fine-tuning his or her environment. Many prefer not to interact with UNIX procedures at all. The IS professional wants most of these things as well, and also wants to insulate the novice from the type of changes that could alter or crash a machine or a system.
Evaluating ease of use and transparency
A PC X server can accomplish ease of use and transparency in a number of ways. Look first at the installation routine, and continue from there. The PC X server should work after installation; it should not require reconfiguration of a variety of elements, or at least this process should be minimal, as noted in the section entitled "Installation and Implementation". Each process should exhibit the following attributes:
- Simplicity
- Minimal interaction
- Clear instructions and messages
If processes do not comply with these criteria, check to see if a choice is offered to make them do so. Check to see if any process permits use of an icon in preference to a command line statement. Be sure to address the following concerns.
Client start-up and host login
An automated host login and client start-up, more than any other factor, facilitates the process of making the launch of X applications transparent to the user. It enables specification of hosts and environmental variables (for example, login IDs and application names) and reduces the entire process to a single Windows icon. The high value of this factor resides in its simplicity. A small amount of complexity or a confused interface can seriously impair its usability.
Seek for the ability to launch multiple X clients in rapid succession, simply by double-clicking a number of icons in a row, without having to wait for each application to open in turn. This small convenience greatly improves ease of use.
Flexibility in window managers
A valuable feature is one that accommodates both UNIX users and PC users by permitting concurrent use of applications in both types of environments, or allowing selection between them. Look for the ability in a PC X server to access window managers that are local (generally Microsoft Windows), remote (Motif, OpenLook, HPView, etc.), and especially the concurrent use of both. This enhances ease of use for every type of user, eliminates the learning curve from any possible approach, and facilitates maximum, instantaneous comfort.
Price vs. Value
A vital consideration, and the acid test of any product, is the question "Are you getting your money's worth?" Perhaps even more critical and telling is the question "Are you paying for a lot of features that you don't need?" Both questions should be asked before reaching a decision on a single product.
Getting your money's worth
All of the other discussions in this section, as well as the sections on performance and technical support, will help determine if a given product is worth the money. However, there's more to it than that. None of those issues puts a dollar value on the product. An evaluator should check with each company's sales staff on the following points:
- Is site licensing available?
- Does the company offer a fair maintenance agreement? See the discussion below on maintenance agreements.
- Does the company offer versions of its product that are designed specifically for user types? For example, does the company have a full-featured version and a less-feature-rich version?
Maintenance Agreements
Each vendor should make software maintenance agreements available. It is extremely useful to compare standard maintenance agreements between vendors.
- Look closely to ensure that the maintenance agreement covers all the costs for upgrades. There should be no additional or hidden charges for any upgrade or release within a reasonable amount of time, typically a year.
- The cost of the maintenance agreement should reflect its value, but should not exceed a fair percentage (generally 15 percent) of the total list price of the product.
Technical Support
No quantity of documentation ensures that all procedures will be understood by every user. No amount of planning prevents the occasional appearance of problems. Users must have access to the product's manufacturer. For this reason, most IS professionals consider outstanding technical support to be absolutely indispensable. We concur, so in this document there is a section dedicated to the topic entitled, "Evaluating Technical Support", including a step-by-step checklist that may be helpful in an evaluation process. Please refer to it for more details.
Corporate Track Record
This factor may be very important to the IS professional charged with selecting network software for a large corporation. Most will find it helpful to take a scrutinizing look at the company behind the product. A company's perspective on its product can be considered the soul of that product. The company makes decisions concerning its product and the importance of individual features. These decisions alter the intrinsic value, and sometimes have an impact on the product for years to come.
Here are some issues of concern when evaluating a PC X server company:
- How long has the company been established in the X industry? Does it have a history as an active member of the X community? Although a lengthy involvement with X does not guarantee a good product, it stands to reason that a company well-established in the industry has had plenty of opportunity to refine and perfect its software.
- Is the company a member of the X Consortium? Has it ever developed core software technology for the X Consortium? This kind of depth of involvement indicates a company well-rooted in the X world.
- Is the company dedicated to improving the product? Is it responsive to feedback? Check into how often new software releases and updates occur within each company. A product that is allowed to "rest on its laurels" can be quickly left behind to obsolescence. A company's exemplary track record in this respect indicates a serious dedication to making a better product.
- Does the product consistently support the latest X Window System release? A company must keep abreast of the industry and offer customers the latest technology, especially when considering the fluid nature of the X industry.
- Is competent technical support a top priority? Please take a minute to look at the following sect ion entitled, "Evaluating Technical Support".
EVALUATING TECHNICAL SUPPORT
An Essential Resource
While speed is a user's number one concern, professionals will acknowledge that an essential factor in purchasing network software for large organizations is the vendor's quality of support. Because of the many interoperability issues involved in connecting diverse operating systems and platforms, network or system administrators responsible for large heterogeneous networks depend on the software vendor to be more than a supplier--they need a partner who is familiar with the environment into which the product is sold.
Poor technical support can be worse than no technical support at all. Uninformed suggestions or directions can lead to prolonged downtime or installation delays.
The Problem of Comparing
Most people, given relatively equal software products, would choose a product whose company provides the best support. The problem arises in evaluating the technical support service of competing companies and arriving at a fair assessment of the level of support provided.
We developed a worksheet, found at the end of this document, to assist you in quantifying technical support. Keep in mind, however, that some matters relating to technical support may not be easily quantifiable. Almost every individual comes away from a technical support call with a subjective perspective on its success. Nevertheless, it is valid to determine whether or not exemplary service was received on a given call. One must assume that any support call represents typical or average support for the representative company. Poor service, in any case, does not deserve the benefit of the doubt.
Important Issues in Technical Support
Following are several areas of key importance when evaluating a technical support department. These questions should be asked in comparisons of support staffs. Formulated answers can be applied to the worksheet later in this section.
Responsiveness
- How quickly did the technical support staff respond to the initial call? If the caller was kept on hold for some time, make a note of how long it was. If the caller was told he or she would be called back, what amount of time was required? Compare these waiting times with those of other companies.
- Was someone available immediately, or was the caller put on hold or bumped to voice mail?
- If the staff did not resolve the problem immediately, did it follow up with calls or other communication to keep the caller apprised of progress?
- What is the company's policy on open calls? Is there a formal escalation procedure?
- Is pre-sales support available? To what level?
Flexibility in Communication
What methods of communication does each company offer? The best support staffs communicate on any level desired. For example, they should support service requests using the telephone, Internet (e-mail), fax, and BBS. In addition, ask these questions:
- How many hours each day can a customer receive technical support?
- Is "off hour" support available via BBS, Internet, etc.?
- Are there field engineers available if needed?
Technical Ability
Assessing a support staff's technical ability depends upon who answers the call. Sometimes it will be the expert, sometimes a less experienced person who typically fields easy questions. In the best scenario, the person who answers the call should be able to answer any question. Use the following questions to assess a staff's technical ability and their familiarity with their product.
- Does the support staff refer the caller to system engineers who will call back, or can the representatives discuss complex issues?
- How stable is the technical support staff? What kind of personnel turnover or attrition rate exists? Ask the company to provide the average length of employment of its support staff, although there is no guarantee that the company will tell the truth in this case.
Engineering Resources
The engineers are the true experts, the ones who developed the code themselves. It is important that their knowledge and experience be accessible to customers in one way or another. This contact may sometimes be difficult to obtain, because engineers are occasionally insulated from interaction with the public.
- Can the support staff access engineering resources?
- Are problems or bugs escalated to engineering?
- Can the customer gain access to engineering resources if necessary?
- Does technical support play an active role in the presentation of product enhancement requests?
REQUIREMENTS AND OTHER CONSIDERATIONS
This section contains advice from AGE's Technical Support department regarding minimum system requirements, configuration, and operating system considerations. These have been compiled to help circumvent frequent errors, problems, or omissions, and to get the evaluator up and running, with as little time and energy expended as possible.
Much of this section assumes evaluation of a PC X server designed to operate on Microsoft Windows or Windows NT. If PC X servers for OS/2, MS-DOS, or Macintosh platforms are under evaluation, this section will provide a fundamental overview. But variations are inevitable. For the final word on each PC X server, including the latest hardware and software requirements for each platform, refer to the related packaged documentation and release notes included with each product.
For smooth operation of PC X servers, the following should be installed and functioning before attempting to run a PC X server.
Hardware Requirements
- At least 4 megabytes of available RAM.
- Make available at least 6 megabytes of hard disk capacity (20 megabytes is optimum).
- True 32-bit PC X server implementations require that Windows be configured to run in enhanced memory mode. Therefore a 386 is the minimum hardware configuration, although a 486 (or better) offers a more reasonable test of performance.
- Consider the types of applications users will be accessing before standardizing on a video card. Many X clients are typically designed to run on X terminals and workstations and therefore require a video card that offers at least 1024 x 768 resolution and a minimum of 256 colors. For optimum performance with graphic applications, we recommend installation of a Windows accelerator card. This will greatly enhance the graphics performance of a PC X server.
Software Requirements
- MS-DOS 3.1 or higher.
- Microsoft Windows 3.1 or higher.
- Appropriate compatible network software. Most PC X servers include TCP/IP network software which can be installed simultaneously with the X server itself. If not using the TCP/IP software included with the PC X server, ensure the compatibility between the network software and the server to be tested.
Hints for Smooth Operation
- If using a 386, verify that it is running in enhanced memory mode. To do this, select the Help option from the Windows Program Manager menu bar, and then choose About Program Manager. Windows returns an informational screen, and if the PC is running in enhanced mode, it will say so.
- Ensure that the network card installed is compatible with the TCP/IP software intended for use. Verify that the appropriate interrupt is configured by running the vendor's operational self-tests.
- If errors occur during server file decompression, they are usually caused by a lack of disk space.
- Each PC X server should be optimized for the operating system and TCP/IP communications stack on which it will be run. Make sure to have activated all available performance enhancement features specific to the environment.
- If TCP/IP is installed on the system, determine that it is operational before installing the PC X server; this will greatly increase the chances of everything working immediately. To save time and possible frustration, perform the following two tests to verify communications before installing the server:
- From inside Windows, ping a UNIX host to verify that this function is operating properly.
- Start a Windows Telnet or FTP session using software supplied by the TCP/IP vendor and verify that these work correctly. If these tests pass, then the PC X server will be able to communicate across the network.
- During the initial server connection to the network, an error message that begins with the phrase "Network connection error" may not be a problem with the PC X server. It usually indicates that the PC was not correctly set up for the network configuration.
- This applies to those using a PC X server for Windows NT. Since Windows NT can execute 16-bit Windows applications, including PC X servers, ensure that the PC X server chosen is not a 16-bit implementation running in Windows Emulation. This significantly impacts performance.
RECOMMENDED READINGS
The following bibliography lists reading sources that are reviews and evaluations of competitive PC X servers, and provide more information on X and X-related topics.
"Graphics Benchmarking--Not Always an 'Honest' Process",
Robert J. Weideman, author. The X Journal, March-April 1994.
"Performance Showdown: The PC X Servers", David Fiedler, author.
In Open Systems Today, May 23, 1994.
"PC-based X Servers: Features, No Pep", Ken Phillips, author.
In Advanced Systems, August, 1994.
"Ten Servers That Can Transform Your PC Into An X Terminal",
David Fiedler, author. In Open Systems Today, May 23, 1994.
The X Window System in a Nutshell, 2nd ed., edited by Ellie Cutler,
Daniel Gilly, & Tim O'Reilly. Published by O'Reilly & Associates, Inc., 1992.
For a free copy of "Graphics Benchmarking--Not Always an 'Honest' Process" or "Performance Showdown: The PC X Servers" please call AGE, Logic, Inc. at 1-800-PICK-AGE (1-800-742-5243) or email: sales@age.com.
FEATURE EVALUATION WORKSHEETS





TECHNICAL SUPPORT EVALUATION WORKSHEET
The following Technical Support Evaluation Sheet is designed to help you rate the relative performance and expertise of the Technical Support Departments of the PC X Server vendors under evaluation. Obviously, the most important criterion in determining the effectiveness of a Technical Support Department is whether or not it can resolve your issue in a timely and professional manner. After using the worksheet, you should be able to rate each Technical Support Department in terms of technical ability, responsiveness and availability.
The first three questions on this survey focus on the PC X Server vendor's responsiveness, technical ability and ability to resolve customer issues. Since these are a customer's most important concerns when problems arise, 50% of the survey's evaluation is based upon them.
If you do not have any technical issues when calling Technical Support, you can still test the knowledge of the support representatives and judge the responsiveness of their support by asking one of the following questions:
- I noticed that your X server supports different screen visuals such as Pseudo Color and Static Color. Which should I use?
- If I want to use XDMCP as my login method, what do I need to know and do to get up and running?
- How do I get the X server to recognize a UNIX font server?
Remember that all products differ in the way they are configured, so the answers should vary from vendor to vendor. The important thing is that the vendor gets you up and running by answering your question thoroughly.
Flexibility is another important factor in determining the overall effectiveness of a Technical Support organization. In this survey, 18% of the evaluation is based on this factor. Questions 4-7 are designed to determine how flexible the technical support organization is, as far as methods of supporting the product, its hours of operation, etc.
Finally, does the software vendor stand behind its product? Are there formal escalation procedures in place within the organization to which a serious, unresolved problem can be addressed? Does the software company offer annual maintenance? If so, does it include all upgrades or only bug fixes? What are the costs associated with this? Are field support representatives available to come on site and resolve a large issue? These questions are addressed in questions 8-11 of his survey. This section represents 32% of the total evaluation and is a good indicator of how support-oriented the PC X Server vendor is, and how well it stands behind the product.
Technical Support is analogous to insurance: you hope you never need it, but it's good to know that it's there when --and if -- you do.

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