Guide to our support system
acrolinx uses an issue-tracking system to manage bugs, other issues, feature requests and development planning.
This system is mainly for open internal discussions for resolving issues, although it does allow customers to track issues they have submitted. To help us support you best, please follow these conventions when submitting issues
- Please send all bugs, feature requests and other questions to the support address given in your support contract. Messages to this address are automatically submitted and routed by the issue-tracking system. This allows us to manage the issue properly. If you send mail to individuals, we cannot guarantee our standard level of service.
- Submit only one issue per message. If you are preparing a feedback document containing many issues please keep them separate (for instance with separate headings), so that we can easily log them as separate issues.
- A bug report consists of three pieces of information (see www.joelonsoftware.com)
i. The steps to reproduce it,
ii. What you expected to see, and
iii. What you saw instead. - Every week a report will be sent out automatically from the system, containing all the open issues. This public view only shows the public parts of the discussion relating to the issue; acrolinx-internal discussions are hidden.
- When writing an e-mail about an existing issue, please put the ID number in the subject field of the message preceded by the word Case, to ensure the e-mail is attached to the issue.