[asterisk-users] non-technical, dealing with users giving feedback

[Matt Riddell (IT)]

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stoffell wrote:
>> Search Daily Asterisk News for echo:
> 
> Yes, that's for the issue with echo, but I was more or less meaning
> the social side, the communication with the users.. echo was an
> example.. :) (bad choice maybe? :))

:)

I kinda knew that you meant that, but was saying that pretty much all
issues can be resolved, you just need to search for the solutions, give
them a tracking number, and let them know you're working on a fix.

Update the customer on the progress, and if possible let them know how
long you expect it to take to resolve.

Ideally you will have a support contract with them, including a certain
number of hours per month, and if it runs over that then charge per hour.

If you don't find the solution to your problem via google, feel free to
ask here, and hopefully someone will help you.

If a feature is required that doesn't exist, post a bounty (hopefully
your support contract will cover it, but if not let the customer know,
and pass on the charge).

After the feature has been completed, submit it to the bugtracker
(bugs.digium.com) so that the rest of the community can benefit from the
change.

If everyone does that, we all benefit.

:)

- --
Cheers,

Matt Riddell
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