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Product Managers for SSW Products
-
Managing SSW Product Support
If you are the Product Manager or the Secondary Contact on any
SSW software product, ensure that you follow this standard for
managing support and enhancement requests from external users
and/or your SSW manager.
ToDo: TimK to change this page from an ASPX page into a
Sharepoint page
Please refer to the
SharePoint page
that now controls this page.
Product
|
Product Manager
|
Secondary Contact/s
|
Note: In order of importance
|
|
|
Internal
|
Web Site
|
Frank W
|
(unknown)
|
Shopping Pages
|
Daniel H
|
(unknown)
|
Registration Pages
|
James Z
|
(unknown)
|
Invoice Reminder
|
Zune V
|
(unknown)
|
.NET
|
Exchange Reporter
|
James Z
|
Lei X
|
Code Auditor
|
Ryan T
|
Mark L
|
Health Auditor
|
Ryan T
|
Mark L
|
SQL Auditor
|
Frank W
|
Wilson W, Lei X
|
SQL Reporting Service Auditor
|
Frank W
|
Wilson W
|
SQL Deploy
|
Sergei T
|
Marten A
|
Link Auditor
|
James Z
|
Evan L, Wilson W
|
eXtreme Emails!
|
Eric P
|
Justin K
|
NetToolkit
|
Frank W
|
Lei X
|
Diagnostics
|
Wilson W
|
Tim K
|
Web Pager & SSW Alerts
|
Eric P
|
Tim K
|
Time PRO! .NET
|
Mark L
|
Sergei T
|
Smart Tags
|
Eric P
|
Tim K
|
Email Merge PRO!
|
(unknown)
|
Tim K
|
Access Reporter
|
Daniel H
|
Tim K
|
Log Explorer
|
Justin K
|
Tim K
|
VB6 and ASP
|
LookOut!
|
Mark L
|
Tim K
|
Team Calendar
|
Ryan T
|
Daniel H (Move into Exch Rept)
|
SQL Total Compare
|
Sergei T
|
ST (Upgrade to SQL 2005)
|
Access
|
Time PRO!
|
Sergei T
|
Marten A
|
Upsizing PRO!
|
Sergei T
|
(unknown)
|
Performance PRO!
|
Sergei T
|
(unknown)
|
Data Renovator
|
Sergei T
|
(unknown)
|
Data PRO!
|
Sergei T
|
(unknown)
|
Property and Event PRO!
|
Sergei T
|
(unknown)
|
Support emails arrive in the info mailbox. The info@ssw.com.au
mailbox administrator will reply to the email from the user with
a request "Please action" (with the user CC'd) to you as the
Product Manager.
Developers need to know allocate high priority bugs over low
priority ones. (look up "
Triage Bugs
" on google). This is how you
triage
the email at SSW:
-
LITTLE INCIDENTS - If it is a quick issue (i.e. < 1/2
hour) then action immediately
-
examples are known issues (email using a KB link) or a
quick BUG fix
-
reply using Incident PRO! (as an additional item in the
current release)
-
IMPORTANT - If it is a bigger issue (i.e. > 1/2 hour) it is
allocated into the Public Folder
- examples are more complicated bugs
-
move to Public Folder using Incident PRO! usually to the
current release eg. Release09
-
Note: Reply to the customer using Client Diary Category
"Product - Support - Product Suggestion
-
STANDARD - enhancements and suggestions (ensure enhancements
are approved)
-
examples are user interface improvements, changes to
reports
-
move to Public Folder using Incident PRO! usually to the
next release eg. Release10
-
FUTURE FEATURES - things we don't need at SSW and probably
will never do
-
examples are adding security support to Data Renovator
-
move to Public Folder using Incident PRO! to a folder
named zsFutureFeature
If you are the primary developer and are overloaded (that is you
are not able to action the Incident within 48 hours), you get
help from the secondary developer (or contact your manager). eg.
I am working on site for 3 weeks and have 10 customer emails
that I cannot do.
Note: a developer should not have any support emails from
customers (in their inbox) that are older than 2 days.