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Thread: Support policy question

  1. #1
    Baylink is offline Elite Member
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    Default Support policy question

    In the support policy PDF, I see this:

    >Resolution: An answer, fix, bug report, or satisfactory workaround to the support request. The time for resolution begins once the TSE understands the request and is able to reproduce the problem at hand. Bugs filed and fixed will be generally implemented in a new, future release of the product.

    That appears to say that if a bug is actually found, then the ticket will be considered resolved *once that happens*, and that an actual delivered fix to the customer won't happen until a new release comes out.

    Am I misreading that?
    Jay R. Ashworth - ZCS 6.0.9CE/CentOS5 - St Pete FL US - Music - Blog - Photography - IANAL - IAAMA
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  2. #2
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    mmorse is offline Moderator
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    Plus "Support Incidents determined to be enhancement requests or bug reports do not count against your allotted Support Incidents." if we forget to reset your counter just let us know.

    Some may ask us too, but there's no sense in keeping the case open till it's finally released since the bug gets tagged with the support case number.

    We can send reminders to notify the support staff that the bug x affecting case x is resolved, though I'm not sure of the current status of reminders directly to the customer referenced in the ticket, but you can CC on the bug to know when it's resolved.

    And in a later bugzilla version we plan to display more info publicly about what release something was fixed in, so you don't have to hop over to pmweb.
    Last edited by mmorse; 12-18-2009 at 02:20 PM.

  3. #3
    Baylink is offline Elite Member
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    That wasn't entirely my point, Mike. What I was aiming at was: that policy says nothing about *deploying the bugfix to the customer who has the problem*.

    Oughtn't it?
    Jay R. Ashworth - ZCS 6.0.9CE/CentOS5 - St Pete FL US - Music - Blog - Photography - IANAL - IAAMA
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  4. #4
    phoenix is online now Zimbra Consultant & Moderator
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    Doesn't this part of it describe what happens?

    Bugs filed and fixed will be generally implemented in a new, future release of the product.
    Generally bug fixes are implemented in a new release of the product and not given to users as they are fixed.
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  5. #5
    Baylink is offline Elite Member
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    Well, I guess it does, but that didn't sound like something I'd be paying several thousand dollars a year for, so I assumed it was incomplete.

    I should think that if you actually mean "bugfixes will not be deployed to the reporting customer on the spot" that you need to say that explicitly.

    And, yes, run the risk that it will cause potential users to go elsewhere. I would probably have been one of those users. If I'm paying for support, I don't expect it to throw up its hands and say "well, yeah, we've fixed it, but you'll have to wait until we roll a release."

    My recommendation quotient continues to decline, steadily... and note that most of the decline is *not* based on the product quality, per se.
    Jay R. Ashworth - ZCS 6.0.9CE/CentOS5 - St Pete FL US - Music - Blog - Photography - IANAL - IAAMA
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  6. #6
    phoenix is online now Zimbra Consultant & Moderator
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    Quote Originally Posted by Baylink View Post
    Well, I guess it does, but that didn't sound like something I'd be paying several thousand dollars a year for, so I assumed it was incomplete.
    I'd suggest that if you have a problem with the policy the best course of action would be to get in touch with your sales contact.
    Last edited by phoenix; 12-21-2009 at 12:22 PM.
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    Bill


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  7. #7
    Baylink is offline Elite Member
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    Well, I have a ticket open on a ZCO bug just now. If it actually proves to be a bug, and I have to tell my company president that he won't have a fix for it for some weeks or months, then the choice of Zimbra will come right out of my butt, cause it's right on his desktop that the bug touches down. And it's political capital I don't have to spend.

    Rightfully so, though; I should have caught that before cutting the check, and gone somewhere else.
    Jay R. Ashworth - ZCS 6.0.9CE/CentOS5 - St Pete FL US - Music - Blog - Photography - IANAL - IAAMA
    Try to Ask Questions The Smart Way -- you'll get better answers.

    Put your product and version in your profile/signature - All opinions strictly my own, even though I have an employer these days.
    If you [SOLVE] something, please tell everyone how for the archives
    And, please... read what people write, and answer the questions they asked, not the ones they didn't.

  8. #8
    Baylink is offline Elite Member
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    Quote Originally Posted by Baylink View Post
    Well, I have a ticket open on a ZCO bug just now. If it actually proves to be a bug, and I have to tell my company president that he won't have a fix for it for some weeks or months, then the choice of Zimbra will come right out of my butt, cause it's right on his desktop that the bug touches down. And it's political capital I don't have to spend.

    Rightfully so, though; I should have caught that before cutting the check, and gone somewhere else.
    And in fairness, I should note that the problem turned out to be a version compatibility bug between ZCO and an Office 03 that was *not* Service Pack 3, which is required, and they did not nick me for the ticket.
    Jay R. Ashworth - ZCS 6.0.9CE/CentOS5 - St Pete FL US - Music - Blog - Photography - IANAL - IAAMA
    Try to Ask Questions The Smart Way -- you'll get better answers.

    Put your product and version in your profile/signature - All opinions strictly my own, even though I have an employer these days.
    If you [SOLVE] something, please tell everyone how for the archives
    And, please... read what people write, and answer the questions they asked, not the ones they didn't.

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