02 May 2005

Support crisis - What to do when client report bug?

My program crash. The client keep complaining why the program doesn't work as they expected. They even phone me during my holiday :(
The database is corrupt, GUI crashing, unexplainable problem coming out. The sky is FALLING! What to do?
I remember the first time they call me to report a bug. What I do was, my head gone blank, my hand is shaking, and I don't answer them properly. Very bad! That was obviously the wrong way to support crisis.

This article from extreme programming practise give me idea to handle crisis properly.
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