Get help with Simor Soft products, troubleshooting, maintenance, enhancements, integrations, deployment, and evolving operational requirements.
Support arrangements are defined for each customer and project. A designated project contact coordinates communication between the customer team and the Simor Soft delivery team.
Customers can report an issue through the agreed ticketing workspace, such as Azure DevOps, or another designated channel. Include the product, environment, expected result, observed result, affected users, business impact, safe screenshots, and reproduction steps.
The assigned team reviews and categorizes the ticket using the agreed severity levels, such as low, medium, high, or critical. Priority considers operational impact, affected users, available workaround, data or security risk, and whether production use is blocked.
Confirmed defects are reproduced where practical, corrected, reviewed, and tested. Resolution time depends on severity, complexity, reproducibility, dependencies, data impact, and the testing needed for a safe release.
Classifying a request early helps the customer understand responsibility, scope, approval, and release planning.
A defect is behaviour that does not conform to documented or agreed functionality and disrupts the intended logic. Confirmed defects are handled under the applicable support or warranty terms in the customer agreement.
An enhancement adds or changes a workflow, field, report, integration, calculation, module, or other requirement beyond the agreed functionality. Enhancements are assessed, estimated, approved, and billed or scheduled under an agreed change process.
The project contact coordinates questions, priorities, test instructions, release notes, and deployment status so the customer team knows what changed, where it is available, and what requires validation.
A typical release path uses development, internal test or QA, client staging or user-acceptance testing, and production. The exact environments depend on project scope and hosting arrangements.
Developers implement the approved correction or enhancement and perform appropriate technical checks.
Simor Soft tests the change, related workflows, and relevant regression risk before customer review.
The customer validates the change in staging and confirms that the agreed workflow and expected result are acceptable.
After approval, the change is released to production and the customer is asked to verify the affected workflow again.
Production incidents are triaged promptly according to severity and business impact. Emergency actions, rollback, recovery, and target service levels are governed by the applicable support agreement.
Include what you expected, what happened, who is affected, urgency, and any safe screenshots or error information.