Given the vast array of potential products with which FESF could be used, and the widely varying quality of those products, we’ve developed some very clear priorities.
Here at OSR, we always prioritize supporting FESF interoperability with supported versions of Windows, and the applications that are provided in-box with those versions of Windows. This is now, and always will be, our number one priority.
If you have a Windows interoperability problem, be sure to get us the specific Windows versions involved. We will do our best to ensure a resolution is included in the next release of FESF.
When we receive a problem report involving interoperability with a third-party product, we do a preliminary triage, reviewing the data that’s submitted with the case. We spend a few hours trying to see if we can understand the issue and, assuming we do, we then look to see if there’s a reasonably quick fix. If we can’t understand the issue in the allotted time, or there’s not a reasonably quick fix evident, we put the problem aside and handle it on a “time available” basis.
While we’re pleased to receive problem reports about interoperability problems involving third-party products, our work to resolve these problems will always be given a lower priority than a Microsoft product that ships with a supported version of Windows. And we absolutely do not guarantee that we will fix every reported third-party interoperability problem.
Of course, we understand that sometimes you’ll have third party interoperability issues that must be fixed, and sometimes you’ll have such an issue that must also be fixed quickly. In such cases let us know. We can arrange to work with you to prioritize the problem appropriately, including even support at a critical level. Because such escalations are not part of our Maintenance and Support service, there will be added cost involved in such escalations.
Recommended Strategy: When you have a Windows interoperability problem, be sure to get us the specific version(s) of Windows involved. We’ll automatically prioritize the issue. When you contact us about an interoperability problem concerning a non-Microsoft component, get us as much data as possible when the initial problem is reported. Expect that, unless our initial triage yields a clear problem and solution, we will handle this on a “time available” basis. If interoperating with this third-party software is critical to your company, let us know. We can usually arrange to escalate an issue at an additional cost on a per-incident basis.