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Introduction
- SOS is open to Change Requests from users of its software products..
- Users can suggest Change Requests at any time using public resources, see Support Resources.
- Customers can ask for consideration of Change Requests for specific releases.
- SOS accepts Bug Reports from users of its software products.
- Users can publicly report bugs, see Support Resources.
- Customers have access to the SOS Ticket System to report problems of the software or its documentation.
- Planning and tracking of Change Requests is performed by SOS.
Wording
Changes
- Definition
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- For SOS products we distinguish between the following types of Changes:
- Changes in the Software (Features, Improvements, Bug-fixes): such Changes are subject to the Change Management Process and require communication with SOS in order to be implemented.
- Changes in the product configuration: such Changes might not require any support from SOS if the know how is in-house with the user. This type of Changes is not subject to a Change Management Process but is handled within the scope of Configuration Management.
- Resources
Change Requests
- Definition
- Change Request is a formal Request for Change of an SOS product by a user. The requested change can be any of a new feature, an improvement and a bug-fix.
- Resources
- Change Requests are added by users using public Support Resources and by customers using the private SOS Ticket System.
Change Proposals
- Definition
- A Change Proposal is a joint document that is accepted by the user and by SOS at the end of a Requirements Management process.
- Change Proposals are based on requirements, therefore it is not focused on what customers want, but about what they need.
- Change Proposals specify the functionality of a Change, for example what functionality a new feature will provide, not how the feature will be implemented.
- Change Proposals include an estimate of effort by SOS that is the basis for funding of features.
- Resources
Change Management Process
- Change Requests can be added any time by users and customers:
- Users can add Change Requests using our public Support Resources.
- Customers
- can add Change Requests to the private SOS Ticket System and
- will receive a review of their Change Requests by the SOS Support Team and
- will receive a release assignment for funded features.
- Change Requests are subject to a workflow that includes
- Specification of Change Proposal
- Acceptance of Change Request
- Adoption of Changes
- Resources
Tasks
Changes
Change Proposals
- Co-operate with SOS on the elaboration of Change Proposals.
- Vote for Issues and add comments by using the Change Management System.
- Keep track of your Change Proposals: Tracking Issues
- Ensure acceptance of the Change Proposal within your organisation.