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  1. #1
    Mike, Owner     TestTeam
    wa9pie's Avatar
    Join Date
    Jul 2009
    Dallas (Prosper), TX
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    Default Improvements to HRD support (FYI)


    We (at HRD) have made some changes to improve how we're providing support. The purpose of this message is to describe these changes to you so that we can be more in-sync with you.

    Trouble Tickets
    Version 6.x users can engage us in direct support via three methods:
    Web trouble tickets:
    Phone support: (813)-434-4667

    We have a small staff of hams who have been doing a fantastic job of being responsive in this way. We will track the trouble ticket in our osTicket tracking system. It's our goal to respond and serve you as quickly as we can.

    When we resolve the problem with you, and you agree, then we will close the trouble ticket and you will be notified of such with an email.

    If the trouble you have reported is a bug and we can replicate/confirm it, we will relate your trouble ticket to record in our bug-tracking system (Mantis) and we will close the trouble ticket with an email back to you stating that we have confirmed the bug and give you a bug-tracking number. When releases are published, we will distribute Release Notes by email to registered users and posted on our website and support forum. This is where we will list the bug fixes by tracking number. This will be the method for which we complete the communications process for the status of bugs.

    We're cleaning out trouble-tickets from Mantis so we can dedicate it to bug-tracking and feature requests. Many of you who have used Mantis in the past will (a) get an email indicating that we are checking to see if your Mantis report is still valid and (b) will find that user accounts in Mantis have been discontinued - in favor of osTicket at the link provided above.

    Peer-to-Peer Support
    HRD Forum: (dedicated to v6.x)
    Yahoo Groups: http:// (open to all for any version of HRD)

    Our existing support staff has been doing a fantastic job. We're looking to add an additional member to our support staff. The ideal candidate is a retired ham with a computer background and a broad range of interests in ham radio - DXing, Contesting, digital modes, and so on. Familiarity with the Windows desktop operating system and the installation of Windows software is essential. The work entails taking phone calls, logging and tracking trouble tickets, opening bug reports, and providing an envious quality of customer service to HRD v6.x operators. Interested parties can contact me at this email address.

    73 de Mike, WA9PIE
    Last edited by wa9pie; 26th December 2013 at 02:24.
    _ . _ . _ _ . _
    Ham since 1974 (WN9PIE)

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