(Slow replies, as always.)
On Apr 9, 2009, at 5:08 AM, Gary Law wrote:
> A few things I expect/want from support:
> • Upgrade path that includes just bug fixes -- never any new
> features or other changes. Long term support for this.
We've not been good about this, but we're working on this being a
policy. At the least, once 0.25 comes all, all release in a given X.Y
branch will be bugfix-only, no new features.
>
> • Support during European working hours, ideally, support 24/7.
No one's ever actually asked me for European hours support,
surprisingly, and while I've been asked about 24/7 it's always been
more of a theoretical conversation rather than "and here's how much
I'd pay for it".
>
> • Ability to report and track bug progress online.
I think we've got that.
>
> • Ability to report bugs by email or phone.
Yep.
>
> • Once-a-year-or-so contact from the reseller or vendor to ask how
> we're getting on with the product, make sure we using all the
> features, talk about roadmap and so on.
We're currently trying to do that monthly, but I expect it'll drop
back to quarterly once we get a better handle on what people want.
>
> • Good product documentation.
Heh, well, ahem, James is doing great on that. :)
I actually think the Redmine Roadmap feature is pretty good at
maintaining what's gone in and out of a release, but that does need to
be processed into an UPGRADE not for each release. I think James has
also been doing a great job there, but we haven't done as well
managing that at Reductive Labs as we should. We'll take note and do
better.
> • Access to good consultancy or training support if required (and
> I'd expect to pay extra for that);
Yep, got that, and people seem really happy with it.
> • No bugs ;)
Erm, yeah, I promise, no bugs.
Err, wait, why would I do that? You wouldn't need any support then. :)
--
Love is a snowmobile racing across the tundra and then suddenly it
flips over, pinning you underneath. At night, the ice weasels come.
--Matt Groening
---------------------------------------------------------------------
Luke Kanies | http://reductivelabs.com | http://madstop.com
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