Providing quality support is one of the hallmarks of a successful software company. We strive everyday to ensure that our customers get accurate, timely and professional support. Unlike a number of other companies, we do not charge you "per incident", or provide you "Support Points" or restrict how many tickets you can raise. We have always provided unlimited support to all of our customers, even though it came at a very high cost to us initially. However, this investment has paid off, to the point that a number of our customers do not have to ever come back to us after purchase, except for new builds and new products!
Support inquiries that are submitted to us are handled on the basis of priority. Enterprise customers get highest priority, followed by Site, Team and then Single Developer. However, most support inquiries, regardless of license type are handled much ahead of target times. A number of you have experienced this, as is obvious from the kind testimonials you have left us. For a library that is as widely used (thousands of developers) as ours, we have run into and resolved a vast majority of issues that come up, and are able to leverage our built up knowledge base to provide you with accurate and timely support.
However, with a product that is highly configurable and powerful, there are always edge cases that will create the prerequisites for an issue that has not been encountered before. One of the fundamental requirements for us to be able to resolve issues like this, is being able to reproduce it. Most of you are programmers, and we do not need to tell you how hard (and sometimes impossible) it can be to resolve something you cannot reproduce. How do you know if what you fixed really did resolve the issue if you cannot reproduce it?
It is here where we ask for your help by providing a sample that reproduces the issue. A vast majority of our customers gladly provide this to us. And we reciprocate by giving the highest priority to such support incidents. This also enhances our test suites and reduces chances of regression. Sometimes, customers are not able or willing to create a test case. We will try to replicate these issues on our end, but a number of times we are unable to do so, simply because we do not have all the configuration parameters and supporting classes required. There have been times, where the exercise of creating a test case itself leads customers to issues with their code. Finally, creating test cases without an environment where you can see the issue happen is remarkably more time consuming and often times impossible. These are created by a separate team and will often delay support responses significantly. Providing with a test case upfront will cut down your support response time by orders of magnitude, and will lead to smoother support experience. We are all on the same team, we want to address and fix any possible issue with the product as much as you want your issue resolved.
We would like to end this blog post with an example support issue from one of our finest customers, who has graciously agreed to let us use one of their incidents as an example for others.
Subject: " When no data loaded in FlexDataGrid horizontal scrollbar appears disabled but user is able to scroll "
I am using the Ultimate DataGrid (v2.7) for my project and IntelliJ IDEA 11. I have an issue with scrollbars when no data is loaded.
Could you please take a look at the description bellow and provide solution? I’ve attached both: the demo project (demo.zip) and screenshots for the steps 1-2 (demoScreenShots.zip).
Steps to reproduce the issue:
1. Run the demo app, resize browser so that horizontal scrollbar is visible (pic 001). You could see that the scrollbar appears disabled but actually user is able to scroll horizontally to see all available columns in grid (pic 002).
2. Click “Load Data” button to load data in grid. On pic 003 you could see that scrollbar(s) become enabled.
Could you please provide the way to make horizontal scrollbar appear enabled if there are no items in grid but the columns are out of the visible area and user is able to scroll to see them?
Attachment 1: Test Project demo.zip (1.33 kb)