Author Topic: support - e-mail or this forum? (Read 5301 times)

Mitch · « **on:** February 07, 2006, 10:38:07 am »

What is the preferred way to get support? Should I use this forum or use [email protected]?

Thanks.

Mitch

thomaskilian · « **Reply #1 on:** February 07, 2006, 12:47:53 pm »

Depends on the question. You'll get a lot of quick and valuable support here as long as you can specify your question in a reasonable way. You can also get special support if you have purchased EA licenses from Sparx (see their homepage). A last option would alway be to hire a consultant...

KP · « **Reply #2 on:** February 07, 2006, 02:17:22 pm »

What Thomas said, but can I add that if you want to contact support it helps us if you use the form, at least the first time, because it asks you things like what version of EA you're using, what OS, what repository type etc. These can all be helpful in reproducing your problem.

The bug report form is available from within EA: "Help | On-line Resources | Bug Report Page".

Neil

Mitch · « **Reply #3 on:** February 07, 2006, 02:56:47 pm »

You mean you have bugs in your product!!!?

Actually, I was referring to support on how to use EA and UML questions.

Most of us here have never used a design tool before, and EA has a LOT of options EVERYWHERE. Hence, we have lots of questions. Looks good so far.

thomaskilian · « **Reply #4 on:** February 08, 2006, 12:44:15 am »

Quote

You mean you have bugs in your product!!!?

Actually, I was referring to support on how to use EA and UML questions.

Most of us here have never used a design tool before, and EA has a LOT of options EVERYWHERE. Hence, we have lots of questions. Looks good so far.

Bugs - yes. In contrast to other companies, Sparx have an agile forum and a support that fixes these bugs in very short time

Also let me precise my previous answer: try reading first and search this forum for possible answers. You will NOT receive an answer to a question like "Can you please explain UML"

mikewhit · « **Reply #5 on:** February 08, 2006, 01:05:31 am »

Though maybe Sparx, as a service to its reading public, could provide a read-only forum / page for F-A-Q such as you describe above ?

Plus a comment stating that although "feature xxx is really important to our project and will affect whether we use EA or product X, so you'd better support it soon", this kind of "blackmail" rarely works ;-)

sargasso · « **Reply #6 on:** February 08, 2006, 01:22:13 pm »

Mike,

TK and I have taken to just picking a thread with a good answer to these questions and adding a post with the acronym for frequently asked questions in it. This is done in the hope that someone could search the forum for that string.

(I am not spelling that string out as I dont want this thread included in the search results - although maybe it should be?)

I would hope that any other senior members would adopt the same practice.

bruce

mikewhit · « **Reply #7 on:** February 10, 2006, 01:07:09 am »

My point in http://www.sparxsystems.com.au/cgi-bin/yabb/YaBB.pl?board=general;action=display;num=1110050419;start=7#7

Mitch · « **Reply #8 on:** February 10, 2006, 06:20:34 am »

As a new EA user I've been searching for a good source of hints, tips, FAQs etc. I went to the EAUsergroup.org site, and found both Hints and Tips, and FAQ - and to be honest, there wasn't much there. (Plus that sharepoint interface is cumbersome). I also tried searching for "FAQ" in the forum, that turned up some good stuff. But the best source so far is google. I go to the advanced search page and tell google to just return results int the sparx domain "www.sparxsystems.com.au". That searches all their docs including their PDFs. It didn't seem to return an results from this forum though.

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