Supporting Software

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Draft introduction to topic of supporting software

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Supporting Software

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

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