Common use of Call Resolution Clause in Contracts

Call Resolution. We close a call when we have confirmed with you that the call is resolved. A call is considered resolved when: . The problem is known not to recur or the defect has been rectified. . The apparent problem has been found to not really exist -- a misunderstanding or short term difficulty has ceased m exist. . The call occurred because of user inexperience and this is in the process of being rectified. In this instance. Forte strongly recommends the user attend the appropriate Font Training course, Making Test Cases In the process of diagnosing your problem, you might need to create a test case, especially if you think you have found a defect in our product. Please make the test case as small as possible and design it for portability. A test case should not include an entire application. It should be a subset of the application code -- for example, five to fifty lines -- and contain a small amount of data. In the come of narrowing down the problem, you isolate the code that causes the defect and you might realize that the problem is not a defect, but rather user error. When the Technical Support Specialist reports to Forte Engineering, the test case helps to ensure that when a fix is made, the fix will address your specific problem. Any changes to our code will be tested against your test case, Should a defect occur in a release, Forte will attempt to find a workaround for the problem. If a workaround exists, we will supply it immediately, The defect will be logged to the attention of Engineering and we will request that a fix be made in the next new feature production release, maintenance release, or customized emergency patch. When requesting a fix from Engineering, the Technical Support Specialist may ask you for help with certain information, such as: . How docs the defect affect your site? . What turnaround time do you request for the fix? . Have you tried all suggested workarounds, and if so, have they proven to be to difficult to implement?