Actually that is what I'm saying, when customers file bugs with support our support team investigates the issue and works with engineering to determine if a fix is required or if a workaround is available. If no workaround is available the teams work together to determine if the engineering team should produce a fix. Adobe does not have a dedicated sustaining team, if a fix is required in 1.5 it's the engineers working on 2.0 who have to stop what they're doing and investigate, and you can imagine that we don't make a decision to do that lightly, there are a number of factors that go into determining whether we go ahead and make that fix.
So then assuming we do go ahead and make that fix we send it along to the customer. Usually the support team then also writes a technote or knowledge base article that documents the problem and provides any workarounds. If a customer calls in with the same issue support can issue them the fix. We do not send hotfixes out to all customers because we generally do not spend much time in packaging them and therefore the they cannot be universally applied in an easy-to-maintain manner. So do you have to pay millions to get fixes? No. But you do need a support contract and a number of teams in Adobe need to agree that the expenditure of time and resources is in the best interests of everyone (including the customer). If you are in need of a fix and have worked with support I'm sure they can discuss your options with you further, it's why we have an involved sales force, dedicated support reps, etc, all of which you paid good money for. Matt -----Original Message----- From: flexcoders@yahoogroups.com [mailto:[EMAIL PROTECTED] On Behalf Of jwc_wensan Sent: Thursday, February 02, 2006 1:59 PM To: flexcoders@yahoogroups.com Subject: [flexcoders] Re: Flex 1.5 Bug Fixes ? Matt: Surely you are not saying that each individual company would get a "fix" for a bug and NOT everyone? In other words, if Company A has a problem, contacts support and support decides to issue a fix . . . do they ONLY send Company A the fix. Then if Company B has a different problem and so on and so on. Bottom line if it is a BUG then it should be fixed and distributed to all customers. At the very least let all customers, developers, etc. know how to get the patch, fix, update, etc. Not to be speaking for Eric, but do you have to have invested millions to get the patch? I have not gotten any bug fixes, patches or updates from support either. Thanks, Jack --- In flexcoders@yahoogroups.com, "Eric Raymond" <[EMAIL PROTECTED]> wrote: > > I'd be curious if *anyone* on this list ever got an update of Flex via > their support contract? And if you did, what's the relative size of > your Flex investment and/or company. > > We've certainly run into some serious problems with Flex that IMHO > would have warranted an update. > > > --- In flexcoders@yahoogroups.com, "Matt Chotin" <mchotin@> wrote: > > > > 1.5 fixes if necessary are addressed through your support contract; > > there are no wide-release updaters planned. > > > > Matt > > > > > -- Flexcoders Mailing List FAQ: http://groups.yahoo.com/group/flexcoders/files/flexcodersFAQ.txt Search Archives: http://www.mail-archive.com/flexcoders%40yahoogroups.com Yahoo! Groups Links -- Flexcoders Mailing List FAQ: http://groups.yahoo.com/group/flexcoders/files/flexcodersFAQ.txt Search Archives: http://www.mail-archive.com/flexcoders%40yahoogroups.com Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/flexcoders/ <*> To unsubscribe from this group, send an email to: [EMAIL PROTECTED] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
