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Invariably customers will report problems and
in order to fix the issues, it is best to reproduce
them.
Have a Test System
Developers will need a system or multiple systems
for testing. You can use VMWare (or similar) to
load different operating systems on virtual computers
or you can use removable hard drives. By using
a separate system for testing they can reproduce
customer configurations without damaging the development
systems.
Ask the Right Questions
When a customer reports a problem it is critical
that developers ask them the appropriate questions
in an attempt to reproduce the problem.
Questions to ask:
What version of software is being used?
What operating system is being used?
What patches are employed on the operating system?
What is the hardware configuration?
What is the actual error message?
What happened just prior to the problem occurring?
Any other proprietary information that might be
relevant?
Is the problem reproducible? If so, what steps
were taken to reproduce the problem?
Keep in mind that it is impossible to reproduce
all errors that might occur, but do your best
if one customer reports one. There is a good chance
that they are not the only one having the problem.
Always remember that when a customer reports
a problem or error they want the software to work.
The customer has paid for or will pay for the
software if it functions the way they expect.
Customer Rewards
Be sure to thank customers that are instrumental
in tracking down bugs. If appropriate offer them
a complimentary license or related application
for their assistance. This shows the customer
that you value their time and appreciate the effort
they put in to assist in resolving the issues
with your software.
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How to Reduce
Technical Support
How
to Deal with Support Issues
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Developer
101
How to Reproduce Customer Problems