What it is:
The purpose of the SPR system is to provide
customers with a formal vehicle by which they can report observed
software behaviors that they feel may be bugs, inconsistencies
and even requested enhancements. The SPR is assigned a number and
is trackable through the entire review process. |
How It Works
A customer must register to obtain access to the new SPR system. Upon registration, any user may access the
system and begin entering and tracking their SPR's. Once an SPR
is entered, it will be reviewed by a member of the Technical Support
Staff to verify the observed behavior, or to note it as a enhancement
request. If the Support Staff member is unable to duplicate the
behavior, he/she may contact you for further details. Once it has
been verified, the SPR will be routed to the appropriate Engineering
and Marketing manager's within CANBERRA, and also be reviewed by
the Customer Service manager.
Registered Users who also maintain a support
contract on their system(s) will be able to track ALL SPRs in addition
to their own. For information regarding the benefits of maintaining
software support contracts, CLICK
HERE. |
SSB's (Software Service Bulletins)
Upon review, it may be determined that an SSB
should be generated concerning a particular SPR. This occurs when
CANBERRA determines that the behavior constitutes a deficiency
that does not affect the safe reliable operation of the product,
but does represent an inconvenience in the use of the product.
Under such circumstances, CANBERRA will issue an SSB which will
be viewable by all Registered Users who also maintain a support
contract on their system(s). For information regarding the benefits
of maintaining software support contracts, CLICK
HERE. SSB's will be distributed to all
registered support contract customers via email. |
CSPN's (Critical Software Performance Notice)
IIn the instance where a reported and confirmed
behavior is such that it represents the possiblity of jeopardizing
the integrity of the data being reported, a CSPN will be issued.
CSPN's will be viewable by all registered users. CSPN's will be
distributed to all registered support contract customers via email.
All other customers for the given product will be notified via
US Mail. |
