Support

Report bugs and features

  • You can send your bugs or features to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
  • Please log in here to get access to our bug tracking system.
  • Push the green button to get in contact by Skype: Skype Me™!
  • Call us on: +31 (0) 20 365 21 86
  • Download here our easy-to-use program to put screenshots in our bug-tracking system.

Support from Caliope

We understand that support is vital for the radio and television industry. That's why a support contract entitles you to the following:

  • All updates en new versions of our software.
  • Unlimited support by telephone or Skype.
  • Remote support by using remote desktop software.
  • On-site support if necessary.

Release calendar

We think that is is important to have a clear schedule of the releases of our software. That's why we make a release calendar of our products. The release calendar of On Air Suite can be viewed here (in PDF). Upon requets we send you a list of all the bugs and features per release.

Putting bugs in our bugtracking system

Reporting a bug or a feature can be done by sending an email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

All bugs and features that are send to this email address are auomatically put in our bug tracking system. When you report a bug, you will recieve an answer by email containing a link to your bug or feature. You also will receive a notification when the status of your bug or feature has altered. You can track the status of your issues here.

Make screenshots the easy way

Ever tried to make a screenshot and send this to your software provider? You probably started with a print screen action, then putting the screen dump in a Word document which you then sent away by email.

The hazzle is over by downloading our little screenshot program. Download it, install it and with a single mouseclick you can make a screenshot and put the screenshot with the accompagning text in our bug tracking system. Download it here.

After installation a small icon will appear in your icontray: :

screenshothelp

Click the icon, select the appropriate screenshot and send it away!

Bug classifying

After you have reported a bug, we will classify it and take appropriate action. We will classify your bug according to the next list:

  • Critical error: This is a bug that makes it (almost) impossible to work with the application and no workaround for the issue is known to exist.
  • Serious error: This is a bug which makes it (almost) impossible to work with the application. A workaround for the problem exists however.
  • Error: This is a bug that seriously decreases the efficient use of the application. However, it is possible to continue working, if necessary with a workaround.
  • Improvement: A suggestion to make the application more user friendly or increase the functionality.
  • New general feature: A wish for an improvement of the application that can be generally used by most of our customers.
  • New specific feature: A wish for improvement that is specific for your organisation.
  • No bug (no further action). We will not take further action. The reason for this will be told.

As soon as your bug is classified, we will take action according to the next list::

  • Critical error: Work will begin immediately after receiving the bug and Caliope will try to solve the bug as soon as possible. You will be notified about the progress and as soon as the issue has been resolved a bugfix or workaround will be presented to you.
  • Serious error: Within 1 working day you will receive a short impact analysis. In this analysis will be described how the bug will be fixed and how longwe expect it will take to fix the bug or find a workaround. As soon as the bug is fixed or a workaround is found, caliope will present the bug fix or workaround.
  • Error: Within 3working days you will receive a short impact analysis. In this analysis will be described how the bug will be fixed and in which releases the bug will be fixed.
  • Improvement: Within 5 working days you will receive a short impact analysis. In this analysis will be described how we are going to deal with the improvement and in which releases the improvement will be incorporated..
  • New general feature: De aanmelder krijgt binnen 10 werkdagen een offerte voor het aanbrengen van de gewenste functionaliteit. In de offerte wordt tevens vermeld in welke release de gewenste functionaliteit kan worden aangebracht. Zodra de goedgekeurde offerte ontvangen is door Caliope wordt een aanvang genomen met de werkzaamheden.
  • New specific feature: De aanmelder krijgt binnen 10 werkdagen een offerte voor het aanbrengen van de gewenste functionaliteit. In de offerte wordt tevens vermeld in welke release de gewenste functionaliteit kan worden aangebracht. Zodra de goedgekeurde offerte ontvangen is door Caliope wordt een aanvang genomen met de werkzaamheden.
  • No bug (no further action). Dit is een melding die niet verder in behandeling wordt genomen. De reden daarvan wordt binnen 5 werkdagen medegedeeld.