From 102e81cf56382baecd1758ced266388615731094 Mon Sep 17 00:00:00 2001 From: simon Date: Sat, 27 Apr 2002 16:20:16 +0000 Subject: [PATCH] Additions to the Feedback page to emphasise that we can't answer all our mail any more, and to encourage support questions to be sent elsewhere as a first resort. git-svn-id: svn://svn.tartarus.org/sgt/putty@1623 cda61777-01e9-0310-a592-d414129be87e --- doc/feedback.but | 69 +++++++++++++++++++++++++++++++++++++++++++++++--------- 1 file changed, 58 insertions(+), 11 deletions(-) diff --git a/doc/feedback.but b/doc/feedback.but index 334b4b64..a1852780 100644 --- a/doc/feedback.but +++ b/doc/feedback.but @@ -1,4 +1,4 @@ -\versionid $Id: feedback.but,v 1.3 2002/03/23 18:59:46 simon Exp $ +\versionid $Id: feedback.but,v 1.4 2002/04/27 16:20:16 simon Exp $ \A{feedback} Feedback and bug reporting @@ -19,17 +19,18 @@ FAQ, reading the web site, asking a fellow user, perhaps posting on the newsgroup \W{news:comp.security.ssh}\c{comp.security.ssh}, or some other means, then it would make our lives much easier. -If the volume of e-mail really gets on top of us and we can't find -time to answer it all, then the first e-mails we discard will be the -ones from people who don't look as if they have made a reasonable -effort to solve their own problems. This is not intended to cause -offence; it's occasionally a necessary response to a serious -problem. We get a \e{lot} of e-mail. Really. +We get so much e-mail that we literally do not have time to answer +it all. We regret this, but there's nothing we can do about it. So +if you can \e{possibly} avoid sending mail to the PuTTY team, we +recommend you do so. In particular, support requests +(\k{feedback-support}) are probably better sent to +\W{news:comp.security.ssh}\c{comp.security.ssh} or passed to a local +expert if possible. -Also, the PuTTY contact email address is a mailing list. For this -reason, e-mails larger than 40Kb will be held for inspection by the -list administrator, and will not be allowed through unless they -really appear to be worth their large size. Therefore: +The PuTTY contact email address is a mailing list. For this reason, +e-mails larger than 40Kb will be held for inspection by the list +administrator, and will not be allowed through unless they really +appear to be worth their large size. Therefore: \b Don't send your bug report as a Word document. Word documents are roughly fifty times larger than writing the same report in plain @@ -144,6 +145,17 @@ is an article on how to report bugs effectively in general. If your bug report is \e{particularly} unclear, we may ask you to go away, read this article, and then report the bug again. +It is reasonable to report bugs in PuTTY's documentation, if you +think the documentation is unclear or unhelpful. But we do need to +be given exact details of \e{what} you think the documentation has +failed to tell you, or \e{how} you think it could be made clearer. +If your problem is simply that you don't \e{understand} the +documentation, we suggest posting to the newsgroup +\W{news:comp.security.ssh}\c{comp.security.ssh} and see if someone +will explain what you need to know. \e{Then}, if you think the +documentation could usefully have told you that, send us a bug +report and explain how you think we should change it. + \H{feedback-features} Requesting extra features If you want to request a new feature in PuTTY, the very first things @@ -218,6 +230,41 @@ high-quality software to the users comes first.) way to get a feature implemented quickly, if it's a big one that we don't have time to do ourselves. +\H{feedback-support} Support requests + +If you're trying to make PuTTY do something for you and it isn't +working, but you're not sure whether it's a bug or not, then +\e{please} consider looking for help somewhere else. This is one of +the most common types of mail the PuTTY team receives, and we simply +don't have time to answer all the questions. Questions of this type +include: + +\b If you want to do something with PuTTY but have no idea where to +start, and reading the manual hasn't helped, try posting to the +newsgroup \W{news:comp.security.ssh}\c{comp.security.ssh} and see if +someone can explain it to you. + +\b If you have tried to do something with PuTTY but it hasn't +worked, and you aren't sure whether it's a bug in PuTTY or a bug in +your SSH server or simply that you're not doing it right, then try +posting to \W{news:comp.security.ssh}\c{comp.security.ssh} and see +if someone can solve your problem. Or try doing the same thing with +a different SSH client and see if it works with that. Please do not +report it as a PuTTY bug unless you are really sure it \e{is} a bug +in PuTTY. + +\b If you have successfully made a connection to your server and now +need to know what to type at the server's command prompt, or other +details of how to use the server-end software, talk to your server's +system administrator. This is not the PuTTY team's problem. PuTTY is +only a communications tool, like a telephone; if you can't speak the +same language as the person at the other end of the phone, it isn't +the telephone company's job to teach it to you. + +If you absolutely cannot get a support question answered any other +way, you can try mailing it to us, but we can't guarantee to have +time to answer it. + \H{feedback-webadmin} Web server administration If the PuTTY web site is down (Connection Timed Out), please don't -- 2.11.0