> I thought bugzilla automatically informed the person to which a bug was > assigned? Or should we still eMail support, because I for one have a > number of outstanding Bugzilla reports which have still been marked > "Unconfirmed" for some time with little or no real reply (2223, 2244, > 2247, 2300, 2301, ...) - one or two of these reports are quite > trivial, and some are basically "nuisances", while others (like 2308) > are real show-stoppers for me.
I'm sorry if I created any confusion in your mind. The point I should make clear is that Bugzilla is Bugzilla, and support is support. They serve two different functions. If you have a bug, or a feature request, anything that will clearly require changes to Revolution itself, then Bugzilla is the place for you. Head right on over and submit your request, in the safe and secure knowledge that one of our engineers will see it, and take the best and most appropriate action we can, as soon as we can. (This may not always be an instant fix alas, since we ran out of magic wands a long long time ago, but we most certainly read all reports and prioritize them as best we can). There is no need to duplicate this sort of issue to support, unless its a real red hot flag and you feel we should know about it immediately and raise heaven and earth to fix it. In this situation *sometimes an email to support can help things along. At the very least we can offer you tea and sympathy. If you have an issue that you think is solvable without resorting to engine changes, then drop a line to support. If its a scripting issue, we may ask you to purchase a support contract. If its an "up and running" type issue, or a known problem to which there is a workaround, we'll help you out. If you want to know where to find answers, we'll tell you. If it's a licensing problem, we'll solve it. [EMAIL PROTECTED] is your friend. We are there to help. We LIKE helping. If we don't know the answer, we'll find someone who does. Under what conditions should you address an email to a specific person? If you have a support contract, and have been assigned a specific person as your contact, then use that email. If you have a management issue, something clearly outside the remit of support, it *may be appropriate to address it personally. Please bear in mind our limited resources. If you send an issue to the CEO, then he will be taking time from something else to respond to it. Since we are a small company, it is vital that we use our resources as efficiently as possible, and in particular the time of our personnel is priced above rubies... I hope this helps. You guys are a great bunch, invaluable to us and to the Revolution community. Part of being such a diversity of people is that from time to time disagreements and misunderstandings will arise, but we can all move on now I hope, and continue with the cause of promoting knowledge and assisting each other, Warm regards, Heather -- ** For a faster response to all licensing, support, and technical issues, please now send mail to [EMAIL PROTECTED] ** Heather Nagey ~ [EMAIL PROTECTED] ~ http://www.runrev.com/ Runtime Revolution - User-Centric Development Tools Tel +44 (0) 870 747 1165 Fax +44 (0) 845 4588487 ~~~ Check our web site for new Revolution editions & special offers ~~~ _______________________________________________ use-revolution mailing list [EMAIL PROTECTED] http://lists.runrev.com/mailman/listinfo/use-revolution
