How to deal with bug reports from customers We all wish that JMP was bug-free but that's not the way software works. Customers are going to find bugs.
So, what should you do when a customer reports a bug to you?
- All reports of bugs from customers must go through Tech Support. We need that tracking number to collect all the communication and documentation from the customer.
- Ask the customer to send email to support@jmp.com or call Tech Support.
- If this is uncomfortable, send the email to tech support yourself and include the customer. Put as much description of the problem as you can and ask Tech Support to be in touch with the customer for any required further information.
Notes:
- Tech Support is best positioned to investigate and report bugs to development. Don't try to put yourself into the middle of that process. Just like with feature requests it puts you in the uncomfortable position of a middle-person. You can't do anything to speed the process along and it can be a distraction from other responsibilities. Let Tech Support do their job. They're good at it.
- Do not contact Development or Testing directly. Tech Support will bring them in as necessary.
- Performance issues are bugs. If a customer isn't happy with the speed of a given operation, get them to report it to Tech Support.
- If you need to escalate an issue contact Duane Hayes or Jeff Perkinson. They can help muster resources as appropriate.
- Want to stay informed about activity in a Tech Support track? You can use TESSA to find any track and click the Follow button in the track. You will get email on any updates to the track.
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