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Paul Davis

Hornbill Staff
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Paul Davis last won the day on November 28 2014

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About Paul Davis

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    Head of Client Services

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    London, UK

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  1. Hi @Steven Cotterell, sorry you are experiencing this problem and I'm sure that someone will be in touch here in due course. We provide the support-by-forum-only option for those customers that do not wish to incur the additional cost of, or have no need for an enhanced success plan, like Premier Success. This option though does not come with any service levels and so Hornbill does not commit to any timeframe for a response. Usually, you will find that someone does post a reply in a quick fashion, but obviously when something untoward is spotted, that is likely to not be fast enough for those on the receiving end. If you do need committed service levels for any incidents you report, then you might want to consider Premier Success moving forwards https://wiki.hornbill.com/index.php/Premier_Success_Plan .
  2. @Izu You will only trigger an update if you actually click on the "Update" button itself. Clicking on the app icon in the centre of the tile will only open the page I showed in my first post above.
  3. Unless others want to advocate strongly for this, this additional capability seems a nice-to-have, as opposed of providing something that is really needed. Ostensibly, the benefit would be to give prominence to those requests that are resolved/closed, but this is also easily achieved from the request list filter at the top of the list. Granted, this facility is not available for lists created from customised views, but then it might seem that adding this ability (filtering on request state) in customised views would be more beneficial then adding the requested capability. Personally, I would also worry about having an overload of colour on the screen (and possibly clashing ones at that), so foresee many might choose to not take advantage of such a feature. As a result, this isn't in our plans at the moment. I could hedge and say that we could push for an enhancement request to be raised for this and declare it is in the official backlog, but then given the above I still wouldn't see this being promoted ahead of other forum requested content any time soon and so thought you would appreciate a more candid response. That said, if this resonates with other customers then, of course, that position could change.
  4. @Izu You can update to the latest build from the Administration Tool and from there see that the latest build is Build 1408 (see attached screenshot). I can see that you are not on the latest build, but this can be readily applied and should take less than a minute to complete. If you have experienced any problems with an update, as you have subscribed to an enhanced Success Plan, you can raise these issues at https://www.hornbill.com/support . Any issues with or following an update are treated as a high priority with appropriate service levels. It is not possible to revert to a previous build, but easy to deploy a new build to, in effect, roll-forward with the requisite fix if indeed necessary. Please do let us know if you are experiencing any difficulties and this wasn't just a theoretical question.
  5. Hi Giuseppe, Sorry we didn't notice this earlier. Someone from Support will be in touch directly very shortly. For future reference, there is no service level for items raised on the forums and for a guaranteed swift reply, an enhanced Success Plan, like Premier Success is required. Issues can then be raised on our website at https://www.hornbill.com/support/ . You do subscribe to this service and so I have gone ahead and raised a request for you. You can also track the progress of your requests on our Success Portal at https://success.hornbill.com/hornbill/
  6. Hi Dave, If customers choose not to subscribe to an enhanced Hornbill Success Plan such as Premier Success, then they default onto Essential Success. This is centred around our Community Forums and is included in the basic subscription price. However, no defined service level are applied to issues reported here and although Hornbill developers and Customer Success make significant contributions to our Customer Forums, these are on an as-and-when basis. Critical availability issues relating to our Cloud infrastructure are covered in Essential Success and these will be picked up by the comprehensive monitoring tools used by our Cloud Team and worked on with the expected urgency around the clock on the rare occasions they occur. It is, of course, possible though that a reported major incident might not be attributable to an issue with the Cloud infrastructure and instead might have a root cause relating to the platform or application software. The Premier Success Plan allows customers to raise these, and all types of incidents via our website, with the comfort of knowing these will be handled by a dedicated team and subject to published service levels for response and resolution. In addition to that, to help get more out of the solution, the Premier Success Plan also includes the additional Expert Services time which you mention. For further details of our Success Plans, please refer to the following wiki page: https://wiki.hornbill.com/index.php/Success_Plans Hope that helps. We will also be in touch directly about this shortly.
  7. Hi again @Keith I’m getting back to you in relation to your question about our process and also to provide an update with the particular defect at the heart of this post. I would also like to thank you for the feedback. It has helped us refine what we do and is a good example of how we, at Team Hornbill, can leverage the community forums to provide a better service As I am sure everyone who reads this discussion appreciates, where software is involved, providing an accurate timeframe for the resolution of a defect can often prove to be notoriously difficult. In part, this is due to the complexities involved, but also estimation is, in my experience, not a skill that developer’s typically excel at. As a result, estimates are usually either hopelessly optimistic or with so much padding that they are of little to no value. We have up until now relied on our ability to turn issues around very quickly, helped by our agile approach to software development. However, I do appreciate that sometimes, as in this case, this leaves an expectation gap for the customer. In terms of new feature development, we only commit to new features when we add them to our 90-day queue. For customers with an Enhanced Success Plan, you can review the 90-day queue for Service Manager on the Success Portal. These customers can also see published defects, indicate that they are also affected and will soon be able to see a status which indicates progress on each. In addition to this, we have reviewed our support process and for those with an Enhanced Success Plan will also now be indicating not just the defect reference to find on the Success Portal as we do now, but also its priority and the average time to delivery for defects of the same priority over the last 90-days. The average time to delivery of recent defects is an observed metric and so I believe will prove to be more useful than any estimate that might be provided. For critical issues, there will of course be additional and more regular feedback. I hope these improvements put your mind to rest on this matter and again would like to thank you for your feedback. Keep it coming! Paul
  8. Hi @Keith, following up on the earlier comment with an update at the end of the day. I am still reviewing this with the team and will also post back with the clarification requested. Obviously, there is also the small matter of the defect you are referring to and I'll review its status with Development.
  9. Hi @Keith , Sounds like something went very wrong here. I'll look into this and get back with a more detailed reply by close of business.
  10. Hi Darren, In order to provide everyone sufficient notice we currently expect the first event to take place in the latter half of May. Watch this space (or one very nearby) for formal notification of details of the program. Regards, Paul
  11. @Keith We had set some provisional dates internally a little while back, but had not as yet finalised and communicated externally. As you say, where we are now this is not very much notice. That said, I do expect there will be a formal communication about this shortly. Watch this space!
  12. Hi @Martyn Houghton, there was a problem with the 90d display in the portal and that is being looked at. Unfortunately, this particular feature is still there and so has missed our target by quite a bit now. However, if you could see the correct version of the 90d board that I can see internally, you would see that it is next up on Development's list.
  13. @Tina.Lapere This doesn't directly address your concern, but the image you attached raised a question for me. Please forgive me asking if you really want to make those types of updates visible to your customers? If not the default visibility can be set differently using application settings in the Admin Tool. This does not affect all updates and those triggered from automated tasks in the BPM can be set independently. Apologies, if I am just stating something you already know, but I thought it worth asking the question.
  14. @Tina.LapereThanks for the feedback! Obviously, the main reason for making this change was to make the fact these updates are customer-facing more visible to users in the first place. It would be useful to gather feedback from others in the community about this.
  15. @chrisnutt Thanks for your post, which I have just seen. I'm glad to see you've made progress on your query, albeit without assistance from the community this time around. As is the nature of Community Support, sometimes not everything gets an answer as quickly as is needed. We do try to answer as many questions as we can in as timely a fashion as we can, but sometimes things do get missed. If this is a problem we encourage customers to take a look at our enhanced Success Plans, which provide appropriate service levels and so a guaranteed and timely response (see the main page on our Wiki for details). Once again, apologies for the inconvenience on this occasion.
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