Questions tagged [technical-support]
DO NOT USE this tag to ask for technical support! Only use this tag for questions about technical support in the context of the Software Development Lifecycle.
22 questions
6
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2
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How to get out of a memory usage problem of a .NET application?
As mentioned in some StackOverflow posts (like this one), I'm dealing with a difficult situation:
My company is developing some C# applications (being a client-server application). We have migrated ...
- 1,844
55
votes
14
answers
7k
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Why are reproduction steps helpful for fixing software bugs?
Our company have a support team and a dev team. We require reproduction steps on every bug report, however sometimes the support team submit reports without and become frustrated when dev close them ...
- 535
3
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2
answers
171
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"Support branches" and major tech update
Our software product promises to support major releases with bug fixes for X years after the release, meaning that in our git repository, we keep permanent "support branches" for every major ...
- 141
-1
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1
answer
293
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Combining development and support departments
I'm the manager of a reasonably small sized development department with 13 developers, 5 testers/QA, and 2 UX-designers.
The support is split into two parts "Customer service" (CS) and "technical ...
1
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5
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2k
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What is best way to handling exceptions without users see errors for technical supports?
Assuming you have a software which you gave to clients.
Now we all know that exceptions can be saved to files, databases, and so on for tracing errors by technicians. As all engineers know, no Apps ...
- 153
5
votes
7
answers
3k
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Who should handle customer support within an Agile team?
We currently have a maintenance role within our team which the developers on our team rotate each 2 week sprint.
This consists of:
Responding to user bug reports & creating stories/issues for ...
- 476
4
votes
5
answers
848
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How can a devops-team correctly prioritise fixing incoming issues versus building new code?
Enterprises are increasingly adopting DevOps methodologies for development of software. A couple of common outcomes of this are that:
Application teams are more cross functional in nature, with ...
- 49
1
vote
1
answer
97
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How to make sure that reported issues are not caused by wrong credentials or typos of the client? [duplicate]
I have found myself a few times in the situation where a client reports an issue like 'I can no longer login to my account'.
Sure enough when trying to login with the client's credentials myself ...
- 113
3
votes
3
answers
885
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How can Scrum be adapted to allow for support obligations?
Scrum's great for new development and proactive tasks. But I've never been sure how to use it when the department's obligations also include analyzing/answering/fixing customer support questions, ...
- 223
2
votes
3
answers
1k
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Handling internal IT issues
In the company I work at, developers also serve as internal tech support. This means we have to do three types of things:
Development: writing actual code to implement new features and new products
...
- 153
71
votes
17
answers
9k
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Is it reasonable to insist on reproducing every defect before diagnosing and fixing it?
I work for a software product company. We have large enterprise customers who implement our product and we provide support to them. For example, if there is a defect, we provide patches, etc. In other ...
- 1,591
4
votes
2
answers
434
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Keeping tech support on the latest software version
I'm the only software developer maintaining a subset of products at a small company. The main product I'm concerned with here is a web app which is installed on various clients' machines, with a ...
- 2,058
26
votes
6
answers
2k
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Is it the job of a developer to suggest IT requirements?
I am the only developer working on a web application which is nearing to its end. Now we are looking into making it Live in maybe a couple of months time.
This is a web application for a non IT ...
- 1,255
4
votes
2
answers
346
views
How to communicate within a company what is being Continually Deployed
I work for a small development company, 20 people total in the entire company, 3 in actual development, and we've adopted CD for our commits to trunk, and it works great, from a code management and up-...
- 43
10
votes
7
answers
2k
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Password hashing and support to your user
We've recently moved to a better password storage strategy, with it came all the good stuff:
Passwords are stored after going through bCrypt
User is sent an activation link on account creation to ...
- 425
2
votes
3
answers
806
views
Raise a ticket to issue tracking from external web application
I don't know if it's the right place to post this question but, to improve my productivity I need to install an open source issue-tracking system to keep tracks of all bugs and information about the ...
- 503
4
votes
2
answers
204
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Managing cross-thread communication on issue/bug reports
On my current project we have two or three engineers who are tagged as Tier 2 or Tier 3 support. We often work directly with customers to gather detailed information about bug and issue reports.
...
- 1,050
3
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5
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2k
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What is the standard /an acceptable period of time to support a particular version of software?
Let's say version 2.4.x of Software Package X was released 2 years ago, and was sold up until about 6 months ago. Version 3.1.0 is now out (which fixes a lot of the issues with version 2.4.x), and is ...
- 353
3
votes
8
answers
3k
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Is it a bad practice to stop providing support for outdated software if updates are free and easy?
Providing support for outdated software is both unexciting and expensive. If people are still using the version which was sold ten years ago, it means that they will find bugs which do not exist in ...
- 136k
3
votes
4
answers
663
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With a small development team, how do you organize second-level support?
Say, you have a team of 5 developers and your inhouse customers demand a reasonable support availability of say 5 days a week, 9am-6pm.
I can imagine the following scenarios:
the customers approach ...
- 5,629
3
votes
3
answers
493
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Where to find Hg/Git technical support? [closed]
I would like to out who provides technical support (commercial) for two major DVCS's of today: Git and Mercurial.
This is for a place where they've been using Subversion for some time and now they're ...
- 19.9k
50
votes
17
answers
43k
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Should software engineers also act as tech support? [closed]
Should a software engineer also act as technical support? That is, should a company allow their engineers to wear both the software engineer and technical support hats. It seems that it would remove ...