Questions tagged [support]
The support tag has no usage guidance.
40 questions
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Is it best practice to only use still-supported languages when developing apps?
I am looking to create a multi-page web app. I had begun the construction of this web app in angularJS when I realized this was no longer being supported. I am early enough in development that it isn'...
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5
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How should production support be handled in Agile/Scrum?
Summary:
In an organization that wants to use an agile/Scrum software development process, but that also has a large production support / operations burden with an expectation for quick response times,...
- 195
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2
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109
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What is the (lowercase 't') true definition of "support" (to a computer scientist)? [closed]
tl;dr An audacious claim by a classmate caused me to question the definition of the word "support" (verb) in the context of computer science. Is it analogous to standard definitions where a ...
- 13
-1
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1
answer
293
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Combining development and support departments
I'm the manager of a reasonably small sized development department with 13 developers, 5 testers/QA, and 2 UX-designers.
The support is split into two parts "Customer service" (CS) and "technical ...
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2
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349
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Making software defect correction "fun" [closed]
Where I work we occasionally come across really challenging defects, which require a great deal of technical expertise, skill and patience to resolve. Getting our most talented engineers to work on ...
- 251
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3
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875
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Is it time for our development organization to let go of Scrum?
I'm part of a development organization which has traditionally been using Scrum principles. We have 3-week sprints, at the end of which we produce a software artefact which our customers install on ...
- 327
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7
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3k
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Who should handle customer support within an Agile team?
We currently have a maintenance role within our team which the developers on our team rotate each 2 week sprint.
This consists of:
Responding to user bug reports & creating stories/issues for ...
- 476
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2
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241
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ISO 27001 and investigating production issues
We get problems on production systems every now and then, most of which can't be replicated on dev/systest/uat for following reasons,
We don't have enough data on dev/systest/uat e.g. production has ...
- 1,007
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2
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2k
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What to do when third party won't fix bug [closed]
I've reported to a third party what I consider a very serious performance bug in a widely used product. Older versions worked fine. Newer versions are practically unusable except for what I consider ...
- 301
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1
answer
182
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How to suspend open source support? [closed]
I'm the only active maintainer for an open source project, which receives support requests on various channels (Twitter, email, GitHub) almost daily. I'll be on vacation for the next three months, ...
- 237
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2k
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Could we drop support for Android native browser on our web site? [closed]
I work with an interactive web portal that has a few single-page apps and complex html structure. The aim is to support all browsers that our customers use. We have implemented responsive web design ...
- 357
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4
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937
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As a programmer, are you professionally obliged to offer ongoing support after you've left a company? [closed]
I've had a few programming jobs in the past where I was the only developer working on a project. After I've left, I typically get several emails a week from these companies, usually from the developer(...
- 511
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1
answer
988
views
How to gracefully handle unsupported browsers?
Recently I have started experimenting with some of the newer W3C specifications such as WebGL and the Web Audio API that are not yet widely supported in browsers. As I want my page to look ...
- 4,887
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5
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3k
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Should I force users to update an application?
I'm writing an application for a medium sized company that will be used by about 90% of our employees and our clients.
In planning for the future we decided to add functionality that will verify that ...
- 344
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3
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17k
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Is GCC dying without threads support on Windows? [closed]
I need some opinion. GCC was always a very good compiler, but recently it is losing "appeal".
I have just found that on Windows GCC does not have std::thread support, forcing Windows users to use ...
- 551
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3
answers
2k
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How can I determine how to charge for supporting SharePoint sites and SharePoint development? [closed]
I recently created a site in SharePoint and I need to setup a maintenance/support agreement for the site. In addition to the site, there are some custom modules that were developed that we monitor. ...
- 73
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346
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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 up-...
- 43
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4
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807
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What Does It Usually Mean for a Feature to be "Supported"?
I'm currently working some testing for a particular area of an application. I had to write some automated tests for a particular feature but due to the circumstances, this was not easy to do. When I ...
- 3,708
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5
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1k
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How do you support your code post employment end?
What is the process for leaving a company (or even a group/division) in terms of code support?
Is it best to handle all questions? Do you give the remaining developers access to yourself as a future ...
- 583
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8
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9k
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Should I pay my developers for bugs fixes for a project or work that's still in progress? [duplicate]
We are working with a group of developers on a project. The project is still in progress (not completed) and these developers charge us for time spent on fixing bugs on codes that were not written ...
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208
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How to solve installation errors reported by users, on Android?
I've some application on the Google Play, free to download, but I have some people reporting things like:
"There has been problem installing on my htc x."
How do I help these people? I could ...
- 141
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3
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108
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What issues do I need to consider when setting up a User Support group for a large enterprise system?
I have been tasked with becoming the Administrator for a large enterprise software system that consists of several shrink wrapped applications and some home grown 'glue' and has a couple of hundered ...
- 279
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3
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259
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Transitioning from being a bespoke development to a COTS development house
Currently one of the major applications that our organisation produces would be regarded as bespoke software as it is specifically designed for one specific client organisation.
However, we have ...
- 1,337
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How do you include Support in your Sprint?
Our company moved to Scrum recently on a product that was almost coded by a single person (Joe). We have support to do with our exising customers that we try to integrate in our process.
For now we ...
- 695
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Should developers do their own software releases (if there is a prod support team in place)?
I know there are going to always be differences depending on the particular size, staff etc, but i wanted to get feedback in general around:
In an environment where you have a production support team ...
- 671
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2
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204
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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.
...
- 1,050
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8
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3k
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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 ...
- 136k
4
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4
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339
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Password insanity! Recommended approaches to password management on multiple client systems? [closed]
A software development company I work with has a web based product they are successfully selling to clients. All of these clients have a support agreement with us that generally requires us to access ...
- 373
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6
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1k
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What is the biggest support a boss can give to his/her developers?
Buying the best hardware, paying the most precious bonus or reward, treating them politely, provide the opportunity for improvement, etc.?
We want to improve the productivity of our development team. ...
- 18.2k
2
votes
1
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8k
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Software Health Check Audit Template / Checklist [closed]
Does anyone know of a template / checklist that can be used to conduct a software health check. My team supports a number of legacy applications and we have been asked to present a score card to ...
- 789
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113
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Is there a secure way to add a database troubleshooting page to an application?
My team makes a product (business management software) that our customers install on their own servers. The product uses a SQL database for data storage and app configuration.
There have been quite a ...
- 141
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4
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663
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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 ...
- 5,629
8
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6
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798
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How to proceed when a bug in open source libraries is suspected?
We are using some open source libraries in our projects. Sometimes there are some issues found in some of them (most likely library bugs, but it may also be a wrong usage from our side, especially ...
- 410
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2
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371
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Support / Maintenance documentation for development team
I'm working in the Development dept (around 40 developers) for a large E-Commerce company. We've grown quickly but have not evolved very well in the field of documenting our work. We work with an ...
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4
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What features are helpful when performing remote debugging / diagnostics?
Obviously, the easiest way to solve a bug is to be able to reproduce it in-house. However, sometimes that is not practical. For starters, users are often not very good at providing you with useful ...
- 5,395
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17
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How do you respond to a request for 'emergency contact information' for when you are on vacation?
I want to go on vacation and not think about work at all but they want me to provide them a contact number in the event of an emergency (server goes down, web service malfunctions, etc). I am afraid ...
- 2,663
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How do you handle supporting Chrome versions?
I'm working on a site for my company which, up until a certain point, was an Internet Explorer-only site for various reasons, mainly that when the site was originally conceived IE had a 90%+ market ...
- 817
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5
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3k
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How to support a product built with agile development?
Two of the functions our company provides our customers are:
Our Development team of ~10 employees creates software products for businesses in a particular industry. The software is used on hundreds ...
- 453
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votes
3
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440
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What's with Delphi's support cycle?
This is a chart I whipped together showing the length of active (meaning ongoing bug fixes and service packs) support offered for each version of Delphi. It is based on the published support data ...
- 1,365
4
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8
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409
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How do you check bugs on your client's PC's? [closed]
It seems like there are a plethora of methods for dialing in and checking out what's going on on a client's PC. But they seem to boil down to just 2. Dialing in and checking it out with VNC and ...
- 6,935