Have you ever wondered….what the process is after you present an issue to a Software Support person that then needs to be addressed by programmers?
Support, Developers, and our Quality Control team create tasks that are continuously being worked on to not only fix items but also to enhance our current product. These tasks get released in Major/Minor Releases, Service Packs, and Hotfixes. Once a task is completed, there are quite a few steps that need to occur before we release it to customers.
RCC’s Quality Control Process
We are often asked why this process takes so long. The simple answer is to allow for proper quality control. While we too would like to get the release out as quickly as possible, we also want to ensure that the quality of our product is what it should be when it reaches your company. This means that the original task has been fixed and also that additional issues do not arise from the said fix. From the moment we are informed of a potential software glitch, to the moment the release is complete, each task will have gone through extensive checks and balances.
every RCC Issue Starts with Support
The task journey typically starts with a call to our Support department. Once support has been informed of a glitch, the first step is to try and duplicate it within our testing environment. This may sound easy to do but there are quite a few factors that we need to think about. We potentially need to test in the same version as the client who informed us, test in a newer version (if applicable), test with demo data, etc.
Wondering if there is anything you can do to make this step faster and easier? Here are a couple of tips to help our staff test:
- Grab screenshots of errors
- Give detailed accounts of what you were doing at the time of the glitch
- Capture before and after pictures of glitch if possible
Once we are able to duplicate (Step 1), it now becomes task-worthy and moves onto Step 2. During this step, the official task is created, assigned a priority level, data is built to test the task, and a programmer is assigned to the task. The tasks are then grouped by software version, modules within RCC, and priority level.
Then comes Step 3. This involves our Programming department testing and correcting the software based on the information we provide in the task. During this step is when all completed tasks are either put into a service pack or hotfix build.
Step 4 is when our Quality Control department receives the release with all the assigned tasks. Each task is then put to the test within the new release environment. They will not only test the original issue that was reported within the task but also supporting programs and scenarios. When all the tasks have been signed off by Quality Control, it is passed on to step 5.
Step 5 is when a couple of staff complete final testing by going thru the program to ensure no errors will be generated from commonly used programs. Once signed off, the installer is built and then a link is created.
Step 6 is the last and final step of which support is informed of the release. During this step, we will reach out to all affected customers to set up a time and method of which to install.
test, fix, retest, build, release
The process of which we test, fix, retest, build, and then finally release does take time, but as the saying goes, nothing good ever comes easy. While we strive to limit the time between the first step and the last, our goal is to ensure that each task is given the proper amount of attention needed to be resolved. As stated above, each task starts with a call to our support team from customers like you. As always, we would like to thank each of you for allowing our company to continue to be a part of your company’s way of doing business.
Toni Kurfman, Fuel Support Dept.
Toni has been on the RCC Fuel Support Team for one year. She lives in Palmyra, MO with her husband and seven kiddos. She enjoys skeet shooting and spending time outdoors with her family.
(This article was originally included in RCC’s Newsletter. You can read the entire newsletter and view other great resources by logging in to our Member Login area. If you are not a member yet, it is easy to register.)
Have questions or want to learn more?
We value customer feedback and use it to make our fuel and propane software even better. Click the button below to reach RCC Support or call us at 877-568-4585 to get in touch with us. We are here to provide quality customer service, and quality fuel software for your changing needs.Contact Support