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Additions to the Feedback page to emphasise that we can't answer all

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our mail any more, and to encourage support questions to be sent
elsewhere as a first resort.

[originally from svn r1623]
This commit is contained in:
Simon Tatham 2002-04-27 16:20:16 +00:00
parent 5331956c07
commit 6c620a6b50
1 changed files with 58 additions and 11 deletions
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@ -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