3rd level support
3rd level support takes what you've done and analyzed, in addition to all the relevant information about the DME system:
- DME Server setup
- Connector setup
- Collaboration environment settings
In most cases, we will try to reproduce the issue. Replication of the issues is mandatory for us when you are the only or first customer to report a particular problem, as this can mean that the problem is related to something particular in this environment.
If we are not able to reproduce the problem internally, the resolution time can take longer, and would probably require remote login or access to the specific customer environment. Without very clear information about the specifics of the context of the issue and without any clear steps to reproduce, finding a software bug is like finding a needle in a haystack. Being a gateway, DME interacts with many components, and a simple difference in only one element of the overall setup can have big consequences (for exemple the OS level of the server running the Exchange CAS server, as IIS versions do behave very differently on Win2003 and Win2008 when using NTLM/Windows Integrated login).
We seldom ask for the details in any end user's e-mail/calendar or contacts, but sometimes a single non-compliant/malformed e-mail or calendar entry can be the cause of an issue and the reason for a bug, and a copy of the given item can help solve this.
3rd level support issues usually take a few days or even weeks of analysis depending on the complexity of the issue and the customer environment. "Minor issues" are usually fixed in service pack deliveries, covering several bugs. For critical issues (those that stop DME from functioning) we are able to produce a hotfix that resolves this particular problem. Although we are aware that problems affecting the use of DME for VIPs are always "critical issues" in sales situations, the level of criticality is purely based on the overall software impact.