Overview

The ShareDo customer success support plans differentiate between product defects, and customisations or environmental defects. Our support plans cover only product defects. Your internal configuration team should resolve customisation defects. You can also engage ShareDo's Professional Services team, who will provide help and advice at standard rates or as an agreed-to Premium Support service.

Product Defect

A product defect refers to an issue in the ShareDo core product that can be replicated in a base installation without additional customisation or environmental changes. It is directly related to the base functionality of the product itself. In the context of ShareDo, a base installation refers to the software's default installation without any specific customisation/configuration applied.

Customisation Defect

A customisation/configuration defect refers to an issue arising from the product's specific customisation, configuration, or setup, rather than any base functionality. Unlike a product defect, this type of defect cannot be replicated in a base installation and is influenced by various customisations, configuration settings, or environmental factors. It may result from incorrect settings, incompatible dependencies, or misconfigured components within the product. Resolving customisation defects often involves reviewing and adjusting the specific customisation/configuration settings.

Summary

ShareDo aims to provide customers with the appropriate support for product defects, and customisation/configuration or environmental defects. Issues relating to core product functionality are covered through support plans. At the same time, our Professional Services team offers guidance and resources to help you resolve customisation-related and environmental problems.