Kevin-Monahan wrote As far as acknowledging bugs and feature requests, that is a problem. Our engineers are so busy, and the volume is high enough, that it is difficult to respond to each one. I will do my best to foster change in this regard. Hi Kevin, A response!! I fully understand that your engineers are busy, I insulate my engineers also. However, we have a support tiered system with guaranteed response times (this is fairly common for software companies to implement) ... tiered system means we have first contact support crew, then and escalated support contact crew (they will be in charge of attempts to replicate the issue and acquire any related content/information needed to replicate), once verified via support crew as an issue, OR if the issue needs some code tracing it'll be given to an first tier software engineer (usually a junior level software engineer) for validation/identification. Once that happens, the issue is place into a bug queue and prioritized and/or assigned to an appropriate engineer. During this tiered process the customer is informed and/or requested to provide additional information. It's also possible we're unable to replicate the issue (very common) and as such the customer is informed. For valid bugs, if a work around can be established that will be provided to the customer until we (software development) gets around to fixing the issue (obviously issues with no work-around usually end up as a higher priority unless it's a very obscure low usage feature impacting very few customers). But no matter what tier of support, we ALWAYS guarantee any paying customer 48hr response time. Frankly, that's all I was asking for, some sorta of validation/communication on my reported bug. Cheers, Rob.
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