A Patterson Consulting, we take product support very seriously. If you ever have concerns about the behavior of one of our products, please let us know. We will investigate and respond to any inquiries with diligence and provide as thorough a response as possible.
No Ticketing System Here!
The software industry is full of ticketing systems, but we prefer a more personal touch. We found the easiest way to communite with users is through a system they already use every day... e-mail! There is great benefit to the simplicity of e-mail with its rich formatting capabilities, in-line images, and attachments. Ticketing systems tend to remove all of that, so we're removing the ticketing system!
Your first response will be from an actual human with a brain! We strive to respond to all requests within 1 business day, but you will typically hear from someone within just a couple of hours of submitting your email. Responses may be slower for international users since our humans need to sleep, but we will always respond as soon as we can.
Go ahead and test our response time by submitting any issue you may have found or letting us know a feature we can add to improve your use of the software.
It happens to the best of us. While we strive to give you an error-free product, the reality of modern software is that issues will, unfortunately, make it into a shipping product despite our best efforts. If you find the software isn't operating as expected, please let us know and we'll work hard to resolve the issue and get a fix in your hands as soon as possible. Please don't assume someone else has already reported it! The fact is, most users ignore issues and never reach out. Help us help you!
When reporting your issue, please be sure to include important details to help us understand your scenario. For instance:
- Product version you are using (usually available from 'Help -> About' on the product main menu)
- Operating System you are running (including 32-bit or 64-bit variation)
- Versions of 3rd party software you interact with (e.g. HP ALM or Unified Functional Testing)
- Steps to reproduce the issue
- Screen shots or sample files to illustrate the problems
Providing this kind of information with your initial request will allow us to provide the most accurate response the first time without additional follow-up.
Our goal is to provide software that improves the daily workflows of those who use it. Many of the great features found in our products today are the direct result of suggestions submitted by our users. If the product is not meeting your needs or you have an "it would be great if..." idea, we want to know what we can do to help!
We are not a huge corporation where individual feedback is largely ignored or it takes years to see your suggestion implemented. Sure, certain features are harder than others and may require longer to implement. Some features may not even be possible or fit without the design of the software. Many features, however, are simple and can be implemented by the next maintenance release!
Whatever you request, we promise you will hear back from us quickly with a response and a realistic expectation of if/when that feature can make it to the product. It's like being a part of the development team! What will your contribution be?