Hi, John is correct here. We have a number of different support plans available that provide different features and services, ranging from fixed price per-incident phone support, to annual plans with 24x7 coverage(details here: http://www.macromedia.com/support/programs/). We also host the JRun Forums (http://webforums.macromedia.com/jrun/), which is a similar community to JRun-Talk. Questions may be posted and are responded to by both JRun Support personnel and the general JRun community. As with JRun-Talk, there are no guarantees that a Forums posting will be responded to, and no guarantees of issue resolution within specified timeframes, but there is no charge for using the Forums, and no limit on the amount of questions you may post. We also offer installation support for new customers at no charge.
And finally, to address the bug reporting procedure, Macromedia (and Allaire before that) has always maintained a policy of not charging for support incidents that stem from product defects. We will evaluate the problem statement, work to reproduce the problem, and if successful, we will file a bug report and track it through to resolution. Those support incidents are then closed at no charge. So if you feel confident that you've discovered a product defect, the best thing to do is to open a support case and provide simplified reproducible steps to demonstrate the bug behavior. I hope this helps clarify the policy. Thanks. Skip -----Original Message----- From: John Zhao [mailto:jzhao@;macromedia.com] Sent: Wednesday, October 23, 2002 10:18 AM To: JRun-Talk Subject: RE: Please explain JRun support model No, your understanding is not totally correct. To contact our support and get technical support for any usage issue, you do need to pay for the service. However, if the problem proves to be a bug in the product, you don't need to pay. Even if you put your credit card in the front, we will not charge you or refund the charge. Hope this helps. John -----Original Message----- From: MARZIOU,GAEL (HP-France,ex1) [mailto:gael_marziou@;hp.com] Sent: Wednesday, October 23, 2002 4:35 AM To: JRun-Talk Subject: Please explain JRun support model Hello, I am a bit confused by JRun support model, I bought a license for JRun 4 but it seems to me that I have to pay more in order to submit bug reports and hopefully get fixes. Is my understanding correct? Thanks, Gael ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Archives: http://www.houseoffusion.com/cf_lists/index.cfm?forumid=8 Subscription: http://www.houseoffusion.com/index.cfm?sidebar=lists&body=lists/jrun_talk This list and all House of Fusion resources hosted by CFHosting.com. The place for dependable ColdFusion Hosting.
