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38
votes
17answers
14k views

Should software engineers also act as tech support?

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 ...
53
votes
14answers
3k views

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
vote
1answer
83 views

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 ...
2
votes
3answers
111 views

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, ...
2
votes
3answers
207 views

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 ...
6
votes
7answers
2k views

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 ...
4
votes
2answers
157 views

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 ...
25
votes
6answers
2k views

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 ...
4
votes
2answers
217 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 ...
0
votes
4answers
265 views

Best Practices when extending a project

I have to extend a web application for a customer, there is no documentation of the current app, no analysis and even worse, there is no technical support or management. The client gives me a list of ...
2
votes
3answers
301 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 ...
3
votes
3answers
452 views

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 ...
4
votes
2answers
168 views

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. ...
2
votes
5answers
242 views

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 ...
3
votes
8answers
543 views

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 ...
3
votes
4answers
401 views

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 ...