SCADA & MES Global Support

Working with our Software Development Teams

Below is the workflow that describes how the Software Development team assists the Support group with issues identified by Support customers.

Continous Engineering Workflow

When does this happen?

  • When a Support Engineer is unable to provide an answer/solution to a customer issue and requires input from the Software Development Team

When does this happen?

  • When the Preliminary Analysis determines that a detailed investigation by Software Development is required to progress the issue

When does this happen?

  • Issue reaches the top of the backlog and the Software Development Team is available to commence a detailed investigation

What happens?

  • Issue is raised with a Software Developer for a preliminary analysis of information provided by the Support Engineer

What happens?

  • Issue will progress up the Software Development Backlog until it is the next to be assigned
  • An estimated start date will be communicated to the customer based on the issue's relative priority and urgency against other issues in the backlog

What happens?

  • Issue is assigned to a Software Developer who investigates in detail based on information/advice obtained in previous stages. Issue remains assigned to the Software Developer until conclusion of the issue

What will the Software Developer do?

  • Confirm whether the reported issue is a known issue
  • Provide suggestions for further information to gather, potential workarounds, existing solutions, etc.
  • Confirm whether enough information has been gathered for a detailed investigation


NOTE: Multiple iterations of this stage may be required for some issues.

What factors affect the priority of an issue in the backlog?

  • Priority
  • Urgency
  • Days open
  • Support agreement status and type

What will the Software Developer do?

  • In some cases, they may produce special builds to gather further information from site
  • If feasible, a product code change will be produced and made available in a future Patch, Service Pack or Maintenance Release
  • If the reporting site requires a fix immediately, a Hotfix may be provided