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Begins with product development
The corrective action at EnterConnect begins with product development. Sustained metrics are utilized to track specified goals throughout the development cycle and QA process to ensure corrective action is taken when necessary to achieve our specified goals.
Managed Product Beta Program
EnterConnect values the input from its customers and partners. During the design of products, EnterConnect product managers and engineers meet and review designs with current customers. For example, EnterConnect had several customers participating in the managed 8.6 beta program as well as "customer trial program" of the 8.6 beta. Customer product enhancement requests are taken into account, incorporating commonly requested features/functionality into the next release.
Enterprise-class Support Management
EnterConnect customers report bugs via phone, email or online. EnterConnect offers an extensive case management functionality that provides an easy way to submit cases and access the latest developments on submitted cases.
Your case information is documented and readily accessible, so it can be instantly reviewed by your technical team. In addition, support personnel will direct contact the designated client contact via e-mail or phone as appropriate for the situation.
We communicate the latest updates, fixes, and releases on EnterConnect products via e-mail and newsgroups, so you are aware of bugs or events that were not specifically reported by your team.
Maintenance Releases
In general, EnterConnect provides a Major Product release every 8-to-12 months with a few minor releases per year. Fixes to critical security bugs are provided to customers in the form of a patch.
Patches are consolidated and delivered to all customers as part of a Service Pack on a regular basis (released as deemed necessary throughout the course of a product's lifecycle). All bug fixes provided in a service pack are incorporated in the subsequent product release.
- Major (e.g., 8.6 to 9.x) - includes major upgrades to product functionality and capabilities; significant product changes and improvements; standalone product installation
- Minor (e.g., 8.6 to 8.8)-based on the corresponding major release; enhances functionality and stability; includes bug fixes and stability enhancements only; contains all Rolling and Temporary Patches subsequent to previous Service Packs and Rolling Patches; standalone product installation
- Rolling Patch (e.g., 8.6 SP1)-cumulative collections of bug fixes
- Temporary Fix -issued in order to make available critical updates between Rolling Patches
EnterConnect Customer Support communicates the latest releases on EnterConnect products via e-mail and newsgroups. EnterConnect will also help determine whether these upgrades need to be applied to your environment. EnterConnect notifies clients of product obsolescence and end-of-life announcements on your specific products and versions, and works with you to migrate to the most current versions. You receive email alerts providing the latest product updates and advisories. In addition, these alerts will notify you of recently discovered issues significant to the ongoing development or maintenance of your environment.