Commit e021ce5c authored by Ted Lemon's avatar Ted Lemon
Browse files

Get even more persnickety about detailing where to send help requests.

parent 89c425dd
......@@ -477,6 +477,14 @@ If you are having trouble with a combination of the client and server,
send the request to dhcp-server@isc.org. Please do not cross-post to
both lists under any circumstances.
WHERE TO REPORT BUGS: If you want the act of sending in a bug report
to result in you getting help in the form of a fixed piece of
software, you are asking for help. Your bug report is helpful to us,
but fundamentally you are making a support request, so please use the
addresses described in the previous paragraphs. If your bug report
includes a patch, or if you don't care about getting a response to it,
you can send it to dhcp-bugs@isc.org without subscribing.
PLEASE DO NOT REPORT BUGS IN OLD SOFTWARE RELEASES! Fetch the latest
release and see if the bug is still in that version of the software,
and if it's not, _then_ report it. It's okay to report bugs in the
......@@ -493,9 +501,57 @@ frequently do not work. Getting a source distribution from the ISC
and installing it frequently *does* work. Please try this *before*
asking for help.
PLEASE READ THIS README FILE CAREFULLY BEFORE REPORTING BUGS!
PLEASE READ THIS README FILE CAREFULLY BEFORE REPORTING BUGS,
PARTICULARLY THE SECTION BELOW ON WHAT TO INCLUDE IN A BUG REPORT OR
HELP REQUEST.
PLEASE DO NOT SEND REQUESTS FOR SUPPORT DIRECTLY TO THE ENGINEERS WHO
WORK ON THE ISC DHCP DISTRIBUTION! *PARTICULARLY*, DO NOT SEND MAIL
TO THE ENGINEERS BECAUSE YOU AREN'T SURE TO WHOM YOU SHOULD SEND MAIL
- if you aren't sure, *ask* on the dhcp-server@isc.org or
dhcp-client@isc.org mailing list.
The number of people using the DHCP Distribution is sufficiently large
that if we take interrupts every time any one of those people runs
into trouble, we will never get any more coding done. If you send a
support request directly to any ISC or Nominum engineer, we will
forward it to the mailing list, or possibly ignore it, depending on
how much stress we are under at the time.
Please do not Cc: us on mail you send to these lists - we read both
mailing lists, so this just means we get two copies!
If your question can only be answered by one of the engineers, send it
to the appropriate public mailing list anyway - we will answer it
there. When we have time.
Please do not think "Oh, I don't want to bother the whole mailing list
with this question." If you are too embarrassed to ask publically,
get a support contract.
If you are concerned about bothering everybody on the list, that's
great, but that's what the list is there for. When you send mail to
one of the engineers, you are taking resources away from everybody on
the mailing list *anyway* - they just don't know it.
We're not writing this because we don't respect you - we really do
want to help you, and we appreciate your bug reports and comments.
But please use the mechanisms we have in place to provide you with
help, because otherwise you are almost certainly depriving someone
else of our help.
PLEASE DO NOT CALL US ON THE PHONE FOR HELP! Answering the phone
takes a lot more of our time and attention than answering email. If
you do call us on the phone, we will tell you to send email to the
mailing list or buy a support contract, so please don't waste your
time or ours. If you have a support contract, please use the support
channel mentioned in the support contract - otherwise you probably
won't get timely support unless you happen to ask an interesting
question and we happen to have some time to kill, because we can't
tell you're a support customer if you send mail to the public mailing
lists.
HOW TO REPORT BUGS OR REQUEST SUPPORT
HOW TO REPORT BUGS OR REQUEST HELP
When you report bugs or ask for help, please provide us complete
information. A list of information we need follows. Please read it
......@@ -559,25 +615,4 @@ you with it.
Please see http://www.isc.org/services/public/lists/dhcp-lists.html
for details on how to subscribe to the ISC DHCP mailing lists.
PLEASE DO NOT SEND REQUESTS FOR SUPPORT DIRECTLY TO THE ENGINEERS WHO
WORK ON THE ISC DHCP DISTRIBUTION! Do not even Cc: us - we do read
the public mailing lists! The number of people using the DHCP
Distribution is sufficiently large that if we take interrupts every
time any one of those people runs into trouble, we will never get any
more coding done. If you send a support request directly to any ISC
or Nominum engineer, we will forward it to the mailing list, or
possibly ignore it, depending on how much stress we are under at the
time. If your question can only be answered by one of us, we will
answer it on the public mailing list. When we have time.
PLEASE DO NOT CALL US ON THE PHONE FOR SUPPORT! Answering the phone
takes a lot more of our time and attention than answering email. If
you do call us on the phone, we will tell you to send email to the
mailing list or buy a support contract, so please don't waste your
time or ours. If you have a support contract, please use the support
channel mentioned in the support contract - otherwise you probably
won't get timely support unless you happen to ask an interesting
question and we happen to have some time to kill, because we can't
tell you're a support customer if you send mail to the public mailing
lists.
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