ENVERITUS™ COMMON QUESTIONS
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The following is a list of information which would be very helpful for us to receive when you are submitting a request for support, whether it's for us to answer questions about something you are seeing or a problem you are reporting to
us.
When applicable, please send us as much of the following as possible:
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1. Information needed for Envisage to recreate exactly what you are
seeing
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a. login information
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b. plan ID number
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c. which site(s) are you reporting on?
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d. what steps did you take? (i.e. which menu buttons did you click on, which page title are you
looking at?)
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e. screenshots of the problem you are seeing. (easiest way is to copy it into Word and send it
to us as an attachment)
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f. exact text of any error messages you are encountering.
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g. When did you first notice the problem?
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2. If you are able to do a little troubleshooting prior to submitting your support request, it is always
extremely helpful. The following information helps Envisage narrow down the underlying cause
of problems:
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a. Is the problem happening for only one plan or for multiple plans?
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b. Is the problem happening for only one participant or multiple participants?
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c. Is the problem happening on just one website (i.e. participant) or multiple sites (i.e.
participant
and sponsor)
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d. Has anything recently changed on your end which may be a possible contributor to the
problem? Includes network changes, firewall changes, email server changes, plan directories
being moved, etc.
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What happens to the support requests once they get into the SCR system?
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When a bug is reported, Envisage researches the root cause and then
prioritizes the bug fix along with everything else which needs to be done for the product. Once the prioritization has been done, a schedule is set determining in which release the bug will be fixed. If a client would like to have the bug fix go out as a patch ahead of the scheduled release, then the client is responsible for the time associated with the fix, as well as the patch release efforts. If, on the other hand, Envisage fixes the bug and incorporates it into a scheduled future release of the product, the client will not be charged for the fix.
Generally there is a 60 to 90 day lead time for most bug fixes, with the option of incorporating it earlier if our team is able to work it in with something else already in the queue.
Done under this schedule, there would be no cost to the client for the bug fix.
If the client feels that their office can not wait 60 to 90 days or longer for this fix to be in place, they should notify Envisage of their desire to have the work moved up in the queue and it will be treated as a billable patch.
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