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SureSync Release Policy
Software Pursuits takes great pride in providing the highest possible level of support for its products. While we perform extensive testing of our products prior to release, it is impossible to foresee problems that might arise on the thousands of servers running our products at more than 1800 organizations. We expect to have problems reported to us and to make corrections to our products to fix those problems in a timely manner.When a problem is identified and fixed, we have some choices related to the distribution of that fix. We could provide a specific component to just the customer reporting the problem, or incorporate a group of fixes into a newer revision level of our product. Since our product is a relatively small download and easy to upgrade, we have chosen the later route. This provides a number of other benefits. New customers will automatically have all of the latest fixes, existing customers can easily obtain the fixes if they find them necessary, and the package gets tested as a complete unit to maximize its stability.
We have always taken the path of full disclosure in reporting our problems, believing this is in the best interest of our customers. While we would love to have no problems to report, the reality is that all software products, including ours, will require maintenance. Some issues are often beyond our control. These issues include changes in Microsoft’s operating systems and FTP servers. Our customers will sometimes find creative ways to use our products that were not originally envisioned. Software Pursuits tries to meet the needs of its customers by responding quickly to problems and creates frequent revisions to its products as a method of providing this service.
When a customer reports a new problem, our support staff will often encourage our customers to bring their software to the latest level and re-test. If the problem is already known to be fixed, updating to the latest version would be the recommended method of correcting the problem. Updating to the latest version is usually not necessary to diagnose a new problem, but can be helpful due to new diagnostic routines that have been added. We will often supply special debugging version of a component to isolate a problem.
Most installations will have no objections to upgrading a machine to determine if the problem is corrected. If the diagnostic procedures suggested by our support staff pose some difficulty, please let them know so that alternative measures can be explored.
Our goal is reliable software. We have an excellent staff to support our efforts, thousands of happy customers, and 27 years of experience. There is always room for improvement and we welcome your comments and suggestions.