Getting Support

There are two main reasons you might need to contact us for support. This page gives you some information about each of these, how to know the difference, how to help us help you by giving us the info we need, and what you can expect from us.

Bug Fixes

We classify it as a bug when something isn't working the way it should and we need to fix it. Anything that seems "broken" or prevents you from doing something you can normally do in DevResults is a bug.

Examples of Bugs

  • I clicked this button but nothing happened!
  • My map by default seems to load over a country I don't work in.
  • I entered data and it said it saved but now it's gone.

Process

  • Please don't Tweet or email an individual person at DevResults. The fastest way to get a response to your issue is to submit a bug report by using the Something's Wrong tool from the page that's giving you troubles in DevResults. To access this link, hover the mouse over your profile icon in the upper right corner of any DevResults page:

  • This will open a pop-up where you can describe the issue you're experiencing.

  • Type in a subject and a more detailed description into the boxes. If you are trying to upload an Excel template and it's failing, please attach the file you're trying to upload using the "Choose files" button. Click Send once you've finished describing the problem.

  • Something's Wrong automatically opens a ticket in our issue tracking system and also captures a lot of information about what page you're on, what browser you're using, and so forth--all of which helps us resolve your problem much faster! You can set up an account in this system to view all your tickets in one place, but you'll also get emails from us as we work to resolve your issue.
  • (Alternatively, you can email help@devresults.com, but we recommend only doing this if you have a valid reason--all that extra info the Something's Wrong tool captures saves us a lot of time and back-and-forth with you.)
  • We always dedicate a portion of our engineering staff to being "on-call." They will review your bug and classify it appropriately. Bugs get addressed bbased on when the issue was reported and how severe it is.
  • The on-call engineer who handled your bug will contact you to let you know once your bug's been fixed. If you still notice the problem, it's your responsibility to let us know.

We try to fix bugs quickly because we know they're preventing you from getting your work done.

How to Tell if You're Reporting a Bug

  • This worked yesterday but now it doesn't.
  • I'm following steps on the help site but it still doesn't look right.

Tips for Fastest Resolution

We're not psychic. The fastest way for us to fix the problem is for you to give us as much information as possible about the problem. Here's what we need:

  1. Who are you/what site are you accessing?
  2. If the error happened on a specific page, give us the url of that page.
  3. What were you trying to do?
  4. What did you expect to happen?
  5. What happened instead? Better yet, can you give us a screenshot of it?
  6. Has anyone else at your organization tried to do this? Did they have the same problem?
  7. How urgent is this? (i.e. if it's preventing you from entering data and your deadline for reporting is tomorrow, tell us!)

Feature Requests

Then again, there are times when you're able to do everything you need, but you just wish DevResults did something more or did it differently.

In this case, nothing is broken--you just want more from us.

Examples of Feature Requests

  • I would like to be able to filter xx report or screen by option y. But y isn't currently an option!
  • DevResults has awesome functionality for displaying xx about Activities, and I want to see that functionality when I look at Indicators, too.

Process

  • You can send us an email at help@devresults.com or use the Something's Wrong tool as mentioned above.
  • Our on-call staff will move these requests into a separate queue which gets voted on and prioritized at our weekly all-hands meetings.
  • If we agree that your request is something we want to add, two things might happen:
    • It might get included in a larger in-progress project that already has dedicated engineering resources.
    • It might go into an individual backlog list that our engineers can pull their next projects from.
  • We don't have a standard release cycle; our features get rolled out as soon as they're done, so keep an eye on our help pages, our blog, and the site itself. We try to let individual requestors know when their features have been approved.

A couple things to note about feature requests:

  • While most of our development is driven by customer need, just because you request something does not mean we will build it. If the request adds unnecessary complexity to the system or it would only meet your specific need rather than a need many clients have, we may refuse the request. See this page for more information on why we might deny a request.
  • We are constantly striving to make DevResults better, which means we always have a backlog of things we want to change or add. Even if we think your feature request is a great idea, it may take us a while to implement it.

How to Tell if You're Requesting a Feature

  • Your sentence begins with: "It would be great if DevResults did..."
  • You're asking us to do something that xx software does.
  • "This feature in DevResults is great, but could you improve it by..."

Tips for Getting Us to Approve your Feature Request

  1. What do you want the new feature to do?
  2. Why can't or how doesn't DevResults currently let you do this?
  3. Why do you want it? Would it allow you to stop doing something in Excel or Word? Would it give you reason to have more of your staff or partners use DevResults?
  4. Is it something that other customers would benefit from?
  5. Where in DevResults would you want it to live?
    1. Is it something that would get added to an existing page?
    2. Would it need its own page? And if so, how would you expect to access that?
  6. Can you describe how you want it to look or give us a quick sketch or mock-up of it? We do this ourselves, but sometimes it helps us understand what you're asking for.