Why is the bug I have reported taking so long to fix?
All issues reported by our clients are in a queue, where issues get resolved based on the impact or in the sequence they are reported. If the bug you reported is taking long to fix, it could mean there are important bugs/security updates with wider implications that are ahead of it in the queue. Sometimes, further time may be required as our quality process requires all bug fixes are tested rigorously before they are released to you. Also, some bugs may be difficult to reproduce or occur under rare circumstances which may further add to the time.
Why are you unable to find the root cause?
In order to find the root cause for an issue, we need to be able to reproduce the issue on the development, staging and production environments since the software development process requires that testing be performed in stages. Some issues require that a large number of different scenarios be tested on the various different environments. In cases where one or more scenarios are not reproducible on the development or staging environments, we cannot determine the root cause of the issue. Any additional information that you can provide about the steps to reproduce the issues will help us immensely.
Why do you say the issue I reported is not reproducible? I can reproduce it.
In order to fix an issue, we need to be able to reproduce the issue on the development, staging and production environments since the software development process requires that testing be performed in stages. Some issues are due to specific data being entered on a specific screen and that data may not be available on the development and staging environments. Sometimes, you may experience an issue caused due to network latency or other factors, which may not be occurring in our environment. These factors cause some issues to not be reproducible. Any additional information that you can provide about the steps to reproduce the issues will help us immensely.
Why do I have to pay for the features I request?
Of all the features you request, those that will likely be usable by the majority of customers are generally not chargeable. However, those enhancements that will only be usable by you go through our Change Management Request (CMR) process, where we evaluate the effort that will be required to develop and test the feature you requested. We pass on the cost of the development of such enhancements to you as CMR fee. The development of enhancements is not part of standard support we offer and is not covered in the transactional fee charged to you.
Why is the price quoted for the CMR I requested so high?
The price quoted for a CMR covers development, testing and business analysis effort. When we develop a feature, we perform detailed impact analysis to prevent the software from working unpredictably. We perform thorough testing of every part of the software to ensure the new feature doesn’t break something that was already working. Each new enhancement needs to integrate with the existing feature set and be scalable and cause minimal impact on performance for other users. New enhancements increase code maintenance and future upgrade effort. The price for a CMR includes these aspects, and is not just the price of coding a stand-alone feature.
Why have I not been upgraded to features given to other customers?
It is dependent on the plan and the contract value. Features are released based on the service plan that you may have. If you require a feature, you can make a request to Redsky Support to understand if the feature can be added for you along with any related cost.
What security features are available within Redsky?
Please refer the RedSky Information Security Policy available at: https://redskymobility.freshdesk.com/support/solutions/articles/43000648918-redsky-information-security-policy
I asked for multiple tickets to be implemented in this sprint. Why are only a few implemented?
The relative prioritization of tickets is based on urgent bugs to be fixed reported by other customers or urgent maintenance work to be performed which would jeopardize the stability and security of the entire platform, if postponed. In such cases, we may re-prioritize tickets and remove some of them from the sprint.
I reported an issue to be fixed immediately. Why do I have to wait until the release date to see it implemented?
Our quality process ensures that all bug fixes are tested rigorously in development and staging environments before they are released to you. So, the fixes for bugs you report are not immediately available to you. In order to control source code and build quality, tickets are released together in a bunch on the release date. Ad hoc releases could have serious quality and stability implications for other users.