Difference between revisions of "Chapter 19"

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__NOTOC__
 
__NOTOC__
 
= Appendices =
 
= Appendices =
 +
 
==Appendix A: {{Radimation}} Support Procedure ==
 
==Appendix A: {{Radimation}} Support Procedure ==
 +
 
===Definitions===
 
===Definitions===
  
−
Malfunctions can be divided in the seven following categories:
+
Malfunctions are divided in nine categories and prioritized on their severity:
−
# '''Incorrect Measurement''': {{Radimation}} is performing a measurement (it is not crashing), but the measured or shown data is incorrect.
+
* '''1 - Incorrect Measurement:''' {{Radimation}} software produces incorrect measurement results.
−
# '''Crash with data-loss''': {{Radimation}} is aborted during operation without any specific reason. After a restart it is clear data is lost.
+
* '''2 - Issue with Data Loss:''' {{RadiMation}} software contains a problem that resulted in a situation that data is lost.
−
# '''Crash without data-loss''': {{Radimation}} is aborted during operation without any specific reason. After a restart, no data is lost.
+
* '''3 - Crash/Issue - No Data Loss:''' {{Radimation}} is aborted during operation without any specific reason or another issue occurred. After a restart, no data is lost.
−
# '''Unexpected functionality''': All other cases of malfunction of {{Radimation}}, where the software is doing something differently then expected.  
+
* '''9 - Required device driver:''' A device driver for a measurement instrument must be created.
−
# '''Cosmetic''': All problem cases where {{Radimation}} in itself is functioning in a correct way although screens, tables and or graphs are not represented in a proper way. This category is used in for example the following cases:
+
* '''4 - Mandatory New Functionality:''' Functionality that is currently not implemented, but that is required to provide support for a new standard or measurement method.
−
#* Labels or information do not appear totally or in part.
+
* '''5 - Unexpected Functionality:''' All other cases of malfunction of {{RadiMation}}, where the software functionality is responding differently than expected.
−
#* Where labels or information are overwritten totally or in part by other labels or other information.
+
* '''6 - Cosmetic:''' {{RadiMation}} software functions normal but the lay-out of the tables, graphs or screens are not represented in a proper way. For example when:
−
#* The screen flashes while writing graphs or other information.
+
** (Parts of) labels or information are not displayed.
−
#* An error or unclear description in the [[manual]].
+
** (Parts of) labels or information are overwritten by other labels or other information.
−
# '''Wish''': In this case there in not a real problem however the customer requires {{Radimation}} to function in a different way or requires additional functionality. This can even mean the situation is unworkable for the customer. This case encompasses situations where certain functionality or part of tests is not supported.
+
** The screen 'flashes' while writing graphs or other information.
−
# '''Questions''': The type of problem is not a real problem but a situation where the customer does not understand the functioning of the software in part or total. Informing the customer about the proper use of the software can solve this kind of problems. Problems under category 1 to 5 may sometimes be solved by means of a work-around. At that time the problem is found to be solved and changes to the '''Questions''' category.  
+
** The [[manual]] contains an error or unclear description.
 +
* '''7 - Questions:''' End-user has a question about the operation of the {{RadiMation}} software.  
 +
* '''8 - Wish:''' {{RadiMation}} software is missing specific functionality which should be evaluated for possible implementation in the future. In this category, there is not a real problem however the end-user requests {{RadiMation}} to function in a different way or requests additional functionality. This can even mean that the actual situation is unworkable for the end-user. This case encompasses situations where certain functionality or part of tests is not supported.
  
−
Among other things the prioritisation of the different problems is based on the category of the problem.
+
===Error report procedure===
 +
The goal of the 'Error report procedure' is to support customers as quick and effective as possible.  
  
−
===Bug Reporting Procedure===
+
{{:Error Report}}
  
−
Goal of the Bug Reporting Procedure is to support customers as quick and effective as possible. By means of clear written down procedures, communication problems are prevented and the reseller and D.A.R.E!! Instruments are informed at the most effective way. This enables an efficient and proper way to solve the problem. At the same time the number of contact instances between you as the customer at one side and the reseller and D.A.R.E!! Instruments at the other side can be kept to minimum.
+
==Appendix B: Maintenance==
 +
The service of solving 'bugs' in the software is covered by the maintenance contract. Depending on the situation it might be necessary for an engineer from {{CompanyName}} to supply on-site support. These costs are covered as well, excluding travel and lodging.
 +
The service contract entitles the customer to all new push releases for the respective module(s).
  
−
The minimum information needed to file a bug report to D.A.R.E!! Instruments in case of a malfunction is:
+
Functionality improvements and/or changes to the respective software module(s) that are desired by the customer (and are assessed by {{CompanyName}} as functional and commonly applicable), will be implemented in a future release of the software. It is important to keep in mind that improvements and/or changes for one customer should not lead to disadvantages for other customers.
  
−
# '''Type ''', Which of the categories mentioned above
+
The {{RadiMation}} Support/Upgrade contract is mandatory and should be ordered with each {{RadiMation}} order.
−
# '''Customer ''', Name, Address, City, Phone, fax (email) & contact person for this problem
+
* The minimum duration of this contract is 2 years.
−
# '''Configuration''', Which test equipment is used when the problem occurs
+
* The first year is free of charge, each subsequent year costs 10% of the software order value.
−
# '''Type PC and OS''', What kind of PC and which OS is used
+
* the starting date of the support/upgrade contract is the original delivery and/or installation date.
−
# '''Which version''', Which version of {{Radimation}} is used
+
* If a customer does not accept a support/upgrade contact, {{CompanyName}} will not provide any software support/upgrade service.
−
# '''Which module''', In which module or chapter the problem occurs
 
−
# '''Which test''', During which test does the problem occur (settings)
 
−
# '''Reproduction ''', How can the problem be reproduced and can the reseller do this
 
−
# '''Additional information''', All additional information that can help to solve the problem
 
  
−
The procedure is divided in the following steps:
+
===Releases===
−
# Customer reports problem by use of problem report form at the Reseller;
+
Releases are divided in major and minor releases, indicated by a release number in the xxxx.yy.zz format. In this format, 'xxxx.yy' indicates the major release version. Where the 'xxxx' specifies in which year the software has been released. The '.yy' indicates if it is the first (.1) or second (.2) major release. The '.zz' specifies the minor release version.
−
# The Reseller registers the problem and records all required information;
 
−
# The Reseller communicates the problem by email or fax including the required information to D.A.R.E!! Instruments;
 
−
# D.A.R.E!! Instruments informs the Reseller within one working day who will be responsible for solving the problem and in case D.A.R.E!! Instruments will be responsible also communicates a probable time to repair.
 
−
# The Reseller informs the customer about the probable time to repair and who will be handling the problem from that moment on;
 
−
# Every report is recorded at D.A.R.E!! Instruments and a unique problem number is generated. This number is a reference for this specific problem and should be used during all communications concerning this problem;
 
−
# The party responsible for solving the problem will work on the problem till the problem is solved;
 
−
# The responsible party informs the customer about the solution of the problem;
 
−
# The problem is closed.
 
−
 
 
−
==Appendix B: Sample Problem Report Form==
 
−
 
 
−
Please find below a sample problem report form. Use this template to report your problems, wishes or questions. You can sent a fully completed form by email to your local reseller or print it and sent it by fax or regular mail.  
 
−
 
−
<center><big>'''{{Radimation}} Problem Report'''</big></center>
 
−
 
 
−
{|width="100%"
 
−
|
 
−
{|class="wikitable" border="1" align=left width="100%"
 
−
|width="20%"|'''Company:'''
 
−
|
 
−
|-
 
−
|'''Contact person:'''
 
−
|
 
−
|-
 
−
|'''Telephone number:'''
 
−
|
 
−
|-
 
−
|'''E-mail:'''
 
−
|
 
−
|-
 
−
|'''Service contract number:'''
 
−
|
 
−
|-
 
−
|'''Date:'''
 
−
|
 
−
|}
 
−
 
 
−
|-
 
−
|
 
−
{|class="wikitable" border="1" align="left" width="100%"
 
−
|width="20%"|'''{{Radimation}}  (core) version number:'''
 
−
|
 
−
|-
 
−
|'''Type of problem:'''
 
−
|
 
−
* Incorrect Measurement
 
−
* Crash with loss of data
 
−
* Crash without loss of data
 
−
* Unexpected functionality
 
−
* Cosmetic
 
−
* Wish
 
−
* Question
 
−
|-
 
−
|'''Related Module:'''
 
−
|
 
−
* General
 
−
* Radiated Immunity
 
−
* Conducted Immunity
 
−
* Pulsed Immunity
 
−
* Radiated Emission
 
−
* Conducted Emission
 
−
* Report Generator
 
−
* Device Driver
 
−
* Setup
 
−
* Manual. Chapter number: ...
 
−
|-
 
−
|'''Operating system:'''
 
−
|
 
−
* 2000
 
−
* XP
 
−
|}
 
−
 
 
−
|-
 
−
|
 
−
{|class="wikitable" border="1" align="left" width="100%"
 
−
|width="100%"|'''Description of problem (give as much information as possible)'''
 
−
|-
 
−
|
 
−
<br>
 
−
<br>
 
−
<br>
 
−
<br>
 
−
<br>
 
−
|}
 
−
 
 
−
|-
 
−
|
 
−
{|class="wikitable" border="1" align="left" width="100%"
 
−
|width="100%"|'''Steps to reproduce the problem'''
 
−
|-
 
−
|
 
−
# <br>
 
−
# <br>
 
−
# <br>
 
−
# <br>
 
−
# <br>
 
−
# <br>
 
−
|}
 
−
 
 
−
|}
 
−
 
 
−
==Appendix C: Maintenance==
 
−
 
 
−
Under the maintenance contract "bugs" in the software will be solved. As the compositions of the used equipment will be different at each customer it may be necessary for the engineer from D.A.R.E!! Instruments to supply on-site support. These costs are covered as well, excluding travel and lodging.
 
−
The service contract entitles the customer to all new push releases for the respective module (s). 
 
−
 
 
−
Functionality improvements and/or changes of the respective software module which are desired by the customer and which are assessed by D.A.R.E!! as functional and commonly applicable, will be implemented in a future release of the software. It is important to bear in mind that improvements and/or changes for one customer may not lead to disadvantages for other customers.
 
−
 
 
−
RadiMation Support/Upgrade contract is mandatory and should be ordered with each RadiMation® order.
 
−
Minimum duration of contract is 2 years. First year is free of charge, second and each subsequent years costs is 10% of the software order value.
 
−
In case customer has/orders no support/upgrade contact, D.A.R.E!! Instruments will not provide any software support/upgrade service
 
−
Starting date of the support/upgrade contract is the original delivery and/or installation date.
 
−
 
 
−
Example: A customer purchase {{Radimation}} on 2007 April 1st. Based on this purchase he automatically has a service contract till 2008 March 31st. If he decides not to continue the service contract at this time and he wishes to do so in 2010 he will be charged two times 10% plus 10% for the year 2010. Effectively this is an additional 10% compared with the situation in which he would have continued the service contract.  
 
  
−
===Releases===
+
{{RadiMation}} software releases can be downloaded from our website at: http://download.radimation.com/ .
  
−
Releases are subdivided in major and minor releases indicated by a release number in the format xx.yy.zz where xx is the major release version and yy.zz is the minor release version. Releases are shipped to the Reseller who is responsible for shipment and installation support at the customer.
+
The changes that are included in each version is available in the release notes of each version, that is available on or [[http://wiki.dare.nl/wiki/index.php/Category:Release_Notes  RadiWiki website ( http://wiki.radimation.com )]].
  
 
====Major release====
 
====Major release====
−
A major release comprises new functionality and all fixes of bugs and problems of the previous minor release. As such the major release is a base line release. As a rule Major releases are push releases e.g. are automatically send to all customers under a support contract.
+
A major release consists of any and all new functionalities and bug fixes since the previous minor release. As such the major release is a base line release.  
  
 
====Minor release====
 
====Minor release====
−
A minor release comprises a remedy to a specific bug or problem. Where yy is new functionality and zz are bugfixes. As a rule Minor releases are pull releases e.g. are to a customers under a support contract that needs or requests the release.
+
A minor release is provided on top of the major release, to provide fixes for problems that has been found in the major releases. No new functionality will be added in these minor releases.  
−
 
 
−
===Release Planning===
 
−
 
 
−
There will be four main releases each year. Two of these will be push or so called major releases two of them will be pull or so called minor releases.
 
−
In between there will be bug fix releases for specific customers.
 
−
 
 
−
The scheme will be as follows:
 
−
 
 
−
Minor 1: The first Thursday after February 15h
 
−
 
 
−
Major 1: The first Thursday after May 15th
 
−
 
 
−
Minor 2: The first Thursday after Augustus 15th
 
  
−
Major 2: The first Thursday after November 15th
+
=== Release Planning ===
 +
There will be two major releases of {{RadiMation}} each year. The planning of these two major releases is:
 +
* 1st major: first week of April.
 +
* 2nd major: first week of October.
  
 
[[Category:Manual]]
 
[[Category:Manual]]

Latest revision as of 14:30, 15 April 2019

Appendices

Appendix A: RadiMation® Support Procedure

Definitions

Malfunctions are divided in nine categories and prioritized on their severity:

  • 1 - Incorrect Measurement: RadiMation® software produces incorrect measurement results.
  • 2 - Issue with Data Loss: RadiMation® software contains a problem that resulted in a situation that data is lost.
  • 3 - Crash/Issue - No Data Loss: RadiMation® is aborted during operation without any specific reason or another issue occurred. After a restart, no data is lost.
  • 9 - Required device driver: A device driver for a measurement instrument must be created.
  • 4 - Mandatory New Functionality: Functionality that is currently not implemented, but that is required to provide support for a new standard or measurement method.
  • 5 - Unexpected Functionality: All other cases of malfunction of RadiMation®, where the software functionality is responding differently than expected.
  • 6 - Cosmetic: RadiMation® software functions normal but the lay-out of the tables, graphs or screens are not represented in a proper way. For example when:
    • (Parts of) labels or information are not displayed.
    • (Parts of) labels or information are overwritten by other labels or other information.
    • The screen 'flashes' while writing graphs or other information.
    • The manual contains an error or unclear description.
  • 7 - Questions: End-user has a question about the operation of the RadiMation® software.
  • 8 - Wish: RadiMation® software is missing specific functionality which should be evaluated for possible implementation in the future. In this category, there is not a real problem however the end-user requests RadiMation® to function in a different way or requests additional functionality. This can even mean that the actual situation is unworkable for the end-user. This case encompasses situations where certain functionality or part of tests is not supported.

Error report procedure

The goal of the 'Error report procedure' is to support customers as quick and effective as possible.

An issue could be a bug or something that is not working correctly, or working differently then expected. The goal of the error report procedure is to accomplish quick and effective support service. In general, a new problem (or issue) can only be solved if our RadiMation® support team will be able to reproduce the problem. The issue report procedure is intended to store and provide all relevant information that is needed to investigate and reproduce the issue.

RadiMation® incorporates the RadiLog automatic logging tool which is automatically running in background and captures all communication. In case of a problematic event, all relevant information can be transferred to the RadiMation® support team by pressing the Report button when there is an error. This form can also be accessed manually. It is of course also possible to send us any question directly by e-mailing us at radimation-support@raditeq.com.

Upon receipt of a new reported issue the RadiMation® support team will provide a unique ticket number (#xxxxx). This ticket number should be used during all further communication in relation to the specific ticket.

Reporting a problem when an error is shown

When an error is shown within RadiMation®, the error can be directly reported to the RadiMation® support team.

  1. On the RadiMation® Error Window, press the Report button.
    ErrorPopupWindow.png
  2. The Error Report window will be shown.
    ReportErrorWindow.png
  3. Specify your own contact details, so we know how to contact you for a solution. As seen in the screenshot, you also must check the I agree that my provided data is used to improve the products and services of Raditeq checkbox.
  4. Ensure that all the fields do contain the correct information. If not all fields are filled you can not send or save the file. When information is missing, a red circle with a cross is displayed. If you hover over it with your mouse it will inform you what is missing in the form.
  5. Once the report information is filled in the buttons change colour, the report can now be send to the RadiMation® support team in 2 ways:
    • Send the report automatically using the Send button. A message will be shown that the error report is transmitted. You also will receive almost directly an e-mail from our ticket database with the ticket number that has been created for your error report.
    • Save the report with the Save button, and send the file over email to radimation-support@raditeq.com

The report automatically contains a log of all the recent communication with the test and measurement equipment. That information is very helpful and valuable to be able to resolve your issue.

Manually reporting an issue

If you would like to report a problem with RadiMation® without a RadiMation® error, you can also open the Error Report window from the Help menu:

   Menu.png Help
      Menu.png Report .

ManualReportMenu.png

Also if a test is already running, and you would like to report an error related to the running test, but no Error Report window is shown, then it is still possible to use this Help menu. The generated Error Report will then still contain the communication log of the running test.

Reporting a RadiLog communication file only

If for some reason the above reporting is not available, the communication log can also be reported manually. Please follow these instructions accordingly:

  1. Open the RadiMation® logging tool (RadiLog) from the View menu in RadiMation®
    ViewRadiLogMenu.png
  2. While the RadiLog tool is opened, reproduce the error.
  3. When the error has been logged, save the log file, by selecting 'File' and 'Save As...' from the menu.
    RadiLogSaveAs.png
  4. Send the .RadiLog file (zipped) to the RadiMation® support e-mail address radimation-support@raditeq.com

Sending larger files

It sometimes is required to send larger or additional files to the RadiMation® support team, however the general limitation for sending files by e-mail is limited to 6 MB files.

The Error Report functionality is able to include larger files (in total up to 250 MB). On the Files tab, a list of all the files that are contained in the Error Report is being shown.

ErrorReportFilesTab.png

Only the files that have a checked checkbox will be included in the transmission.

If one or more additional files should be transmitted to us, it is advised to create a ZIP file which contains all the files that should be included. Then that ZIP file can be drag-and-dropped from a Microsoft Windows Explorer window onto the list of files in the Error Report. The ZIP file will then be added and included in the Error Report that will be transmitted to us. In the example screenshot above, this has been done with the file 'Additional files.zip'.

The total size of all the files in the ErrorReport can be recalculated by clicking on the Report Size button.

Appendix B: Maintenance

The service of solving 'bugs' in the software is covered by the maintenance contract. Depending on the situation it might be necessary for an engineer from Raditeq to supply on-site support. These costs are covered as well, excluding travel and lodging. The service contract entitles the customer to all new push releases for the respective module(s).

Functionality improvements and/or changes to the respective software module(s) that are desired by the customer (and are assessed by Raditeq as functional and commonly applicable), will be implemented in a future release of the software. It is important to keep in mind that improvements and/or changes for one customer should not lead to disadvantages for other customers.

The RadiMation® Support/Upgrade contract is mandatory and should be ordered with each RadiMation® order.

  • The minimum duration of this contract is 2 years.
  • The first year is free of charge, each subsequent year costs 10% of the software order value.
  • the starting date of the support/upgrade contract is the original delivery and/or installation date.
  • If a customer does not accept a support/upgrade contact, Raditeq will not provide any software support/upgrade service.

Releases

Releases are divided in major and minor releases, indicated by a release number in the xxxx.yy.zz format. In this format, 'xxxx.yy' indicates the major release version. Where the 'xxxx' specifies in which year the software has been released. The '.yy' indicates if it is the first (.1) or second (.2) major release. The '.zz' specifies the minor release version.

RadiMation® software releases can be downloaded from our website at: http://download.radimation.com/ .

The changes that are included in each version is available in the release notes of each version, that is available on or [RadiWiki website ( http://wiki.radimation.com )].

Major release

A major release consists of any and all new functionalities and bug fixes since the previous minor release. As such the major release is a base line release.

Minor release

A minor release is provided on top of the major release, to provide fixes for problems that has been found in the major releases. No new functionality will be added in these minor releases.

Release Planning

There will be two major releases of RadiMation® each year. The planning of these two major releases is:

  • 1st major: first week of April.
  • 2nd major: first week of October.
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