Kbase 20421: Support FAQ on POSSENET code From www.possenet.org
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
08/03/2010 |
|
Status: Unverified
GOAL:
This solution answers frequently asked questions regarding support policy for POSSENET, and in particular, maintenance and bug fixing. A version of this FAQ is also posted on the www.possenet.org Web site.
FIX:
Is technical support available for questions or problems with
POSSENET code or the possenet.org Web site?
As with development and maintenance activities associated with
POSSENET, technical support is a collaborative function between
members of the community and between the community and domain
owners.
There is no official technical support organization similar to
the one available to commercial customers of Progress Software.
Progress Software Technical Support does not provide assistance
to any activity associated with POSSENET.
If you need help or advice with POSSENET questions, pose them on
the appropriate POSSENET discussion forum. If your question concerns
a specific project or domain, consider whether it is appropriate
for submission to the domain owner.
If I am using a commercially purchased version of Progress and also
participate in POSSENET, can I then obtain technical support for
POSSENET from Progress Technical Support?
Progress Technical Support provides support only for products
purchased from Progress Software, provided that you have also
purchased support services. POSSENET code obtained directly
from the POSSENET web site does not qualify for technical support
services from Progress Software.
I am a registered contributor to POSSENET who also has purchased
licenses for commercially-released Progress products. If I see a bug that
has been fixed on POSSENET but is not fixed in the commercial product, how
can I obtain an official fix for the bug for the commercial product?
If you have purchased licensed product from Progress Software and
have purchased technical support services as well, you can seek a
bug fix from Progress Software Technical Support based on the
standard procedures used by support in obtaining the fix.
Progress Software fixes bugs in two ways:
- As part of a product Service Pack (SP).
- By including the fix in a maintenance release.
To seek a fix to a POSSENET bug as part of a Service Pack to the
Progress product, contact Progress Technical Support and have the
POSSENET bug number on hand. Technical Support will work with you
to go through the following steps:
1) You will be asked to provide a reproducible case for the
same bug.
(Remember, the code set on which the POSSENET bug was
first reported might be very different from the
current code supported by Progress.)
Be ready to provide the exact serial number
for the product and platform you are using. This
ensures that any fix that is delivered is for the
proper product version and platform.
2) You will be asked to provide a business case regarding
why you require a fix. The business case should be
based on quantifiable information, as opposed to relying
on characterizations that merely describe the bug as
"severe," "annoying," etc.
In other words, exactly how and to what extent does
this problem impact your business or development
effort? This information helps technical support
advocate the fix on your behalf.
3) Progress Technical Support will work with you to
determine whether a workaround to the problem
is suitable to your situation. If you believe that a
workaround is not suitable, you will be asked to provide
additional information for your business so that the
reason why you cannot accept a workaround is included.
Since each request for a product fix is weighed based
on its own merits as well as other factors (the
resources available to provide the fix, the impact of
the fix on overall product stability, etc.) it is
possible that your request for a fix may be denied.
If this happens, Progress Technical Support will work
with you to determine the next most appropriate step or
steps. If your Service Pack request is approved, technical
support lets you know th.e approximate date of
availability.
If you want a POSSENET bug to be fixed in the next product
maintenance release, or if the impact of a bug is not severe enough to
warrant a Service Pack, contact Progress Technical Support and have the
POSSENET bug number on hand. Technical Support will then work with you
with the following steps:
1) You will be asked to provide a reproducible case for the same
bug, independent from the case that exists for the POSSENET
bug.
(Remember, the code set on the POSSENET bug that was first
reported might be very different from the current code
supported by Progress.)
Be ready to provide the exact product serial number for the
product and platform you are using. This insures that any
fix that is delivered is for the proper product version and
platform.
2) You will be asked to provide a business case regarding why you
require a fix. The business case should be based on
quantifiable information, as opposed to relying on
characterizations that merely describe the bug as "severe,"
"annoying," etc.
In other words, exactly how and to what extent does this
problem impact your business or development effort? This
information helps technical support advocate the fix on your
behalf.
3) Progress Technical Support will work with you to determine
whether a workaround to the problem prior to the next
maintenance release.
4) Progress Technical Support will advocate that this bug be
fixed in the next maintenance release.
Please note that there is no guarantee that the fix will be
included, but Support will insure that the issue is in fact
given serious consideration in the bug triage process that
occurs prior to each maintenance release..