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Supporting Software

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Software Sustainability Institute
Software Sustainability Institute

Draft introduction to topic of supporting software

TechnologyBusiness
1 of 5
Expanding support
What users like to know What the software does How to use the software What help resources are available Where to ask for help and That their request was heard! Support will not disappear!
Tried-and-tested E-mail list Help users Help users help each other Public archive Understand issue context Proactive support
Alternative avenues FAQ Advisories How-tos and tutorials Features, bugs and issues tracker Public repository Intermediate code drops Support events Chat room
Be honest Quality of Service “We’ll reply to all e-mails within 24 hours” “We’ll reply on a best-effort basis” Scope of Service “We won’t support releases built by users from our repository” “We’ll only support use on recommended platforms/using recommended dependent components” Types of Service “Develop tailored solutions to complex issues” “Specific issue resolution only”

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Supporting Software

  • 2. What users like to know What the software does How to use the software What help resources are available Where to ask for help and That their request was heard! Support will not disappear!
  • 3. Tried-and-tested E-mail list Help users Help users help each other Public archive Understand issue context Proactive support
  • 4. Alternative avenues FAQ Advisories How-tos and tutorials Features, bugs and issues tracker Public repository Intermediate code drops Support events Chat room
  • 5. Be honest Quality of Service “We’ll reply to all e-mails within 24 hours” “We’ll reply on a best-effort basis” Scope of Service “We won’t support releases built by users from our repository” “We’ll only support use on recommended platforms/using recommended dependent components” Types of Service “Develop tailored solutions to complex issues” “Specific issue resolution only”