Sparx support problems

[nilay]

Hi

I have been trying to contact Sparx support thru email  and thru their HTML bug report page, but am not getting any replies/responses.

Initially I did get good and quick responses/replies to the bugs I reported, but now i dont get any reply.

I am not a registered user right now, but we are going in for few EA licenses this week and will become registered users.

Have you all (registered users/ unregistered users)  ever faced this problem with Sparx. How is the support in general.

- Nilay

[CJ]

G'day,

We're registered, and have always had replies/responses within at the most a couple of days.

Our initial inquiries before purchasing the product were replied to just as quickly.

As for support in general (by the company and other users), it's been great.  Usually a new build every couple weeks or so, and the forum is always an excellent source of help.

[mbc]

We have always received excellent support, quick bug fixes, etc. from Sparx. Time and time again I have been surprised by the speed with which our issues are resolved.

We are registered users. I wonder how they can find the time to provide this kind of support to all the registered users, so I find it a bit unfair to expect the same amount of support if you are not registered. But this said, I must say that the support was at the same level during our evaluation period 1 year ago.

What I always do when I submit a bug report is to include a very detailed description and a detailed, step-by-step guide to reproduce the error. Being a software developer myself I know how impossible it is to respond to a bug report such as "The XMI import doesn't work. What is wrong?"

Mikkel

[nilay]

Thanx a lot. Now i can convince my mgmt about the support being good.

I also agree that one of the bugs i reported got fixed in the next build! Thats great.

After a short wait, Sparx Support did reply to all the my questions yesterday.
I can understand that a registered user has proirity.

[Sean Kearon]

I have to agree - we have six months with EA and have found the support to be exemplary.  Bugs are fixed very swiftly and the support given is swift and high quality.  You really couldn't expect much better.  Indeed, I doubt you would see anything like the standard of support from the 'big guys'.