We work hard to make you happy. Everyone at Axero is part of our Customer Success Team and considers pleasing customers as the most integral part of their job description. Even if a resolution requires a response from senior management, we'll answer quickly, honestly, and creatively to get the issue solved. Our success is tied directly to your success, so it's our job to meet your expectations.
Thank you for helping to make Communifire a better product. The Axero Customer Success Team is eager and happy to help verify bugs. Please create a private case or a public discussion in our support system, providing as much information as you can about how to replicate the problem you're experiencing. We'll replicate the bug to verify, then log the report for you. We'll also try to construct workarounds if possible.
When taking bug submissions from our customers, the most important question we have to ask is: Are you sure it's a bug? A bug is a flaw in the Communifire platform that can cause glitches, program failure, or other things that make the system non-usable. Communifire is tested for bugs before it is released for use. Software has bugs, we all know that, but we want to fix them and make our customers happy. Bugs slip through the net—and we do have a list of known issues that we're currently working on fixing. If you are not sure if something is a "feature" or a "bug," it's always best to let us know.
When submitting a bug, there are a number of things we're looking for so we can pinpoint and fix it. Every good bug report needs exactly three things:
Please try to avoid phrases such as “it doesn't work” or “I get an error”. Try your best to let us know—in as much detail as possible—what steps you take to get your bug, and if it’s always there, only happens at a specific time, with a certain option selected, or any other combination of actions to create it. If you get error messages or numbers, include them in your bug report. Provide supporting evidence. If you have logs, error messages, screenshots, videos, or a link, then please let us see it.
Bug fix releases are more frequent than feature releases and target the most critical bugs affecting customers. We assess each bug based on the symptom severity (that is, when this bug causes symptoms and how severe are those symptoms).
If you submit a bug, it’s useful to understand how we review, prioritize, and resolve them.
The border between a bug and a new feature may be blurry sometimes, in particular when the specification has various possible interpretations. We understand that, from a customer’s perspective, there's usually no difference between a bug and a feature request. If you want to do something with the software that doesn’t exist, how is that different from an error message? In theory, we agree—most times—because we believe in creating software that provides value for our customers.
For the sake of productivity and transparency, and to help set expectations, here is how we generally define the difference:
A bug degrades the value of the product, while a feature enhances the value of the product.
While our priority is to do something productive with all customer requests, Axero reserves the right to reclassify bugs as feature requests. Please see the New Features Policy for more information.
We're continuously improving and updating our products. To see the latest changes, updates, bug fixes, and new features, please take a look at the New Enhancements page.
To get access to new features and software updates, you will need to upgrade to a release that contains the change. Please contact our Customer Success Team here to schedule your upgrade.
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