A member of our team wrote this as an internal memo. If he stole it from some great philosopher I apologize for the plagiarism. Since I am a hardware guy that supports software I think I can relate to this now. I thought I would share this with the TILE! users.
If any of you would like to comment please do!
Software support is always a subjective beast with response always lagging need. We obviously try to be as responsive as possible and there are some issues that can be addressed in a matter of minutes or hours. Other issues that require a major program change or those that are as a result of some intermittent program behavior may not be as straightforward.
Also a feature requests is not a bug and falls behind fixing bugs as a priority.
Joe Tannehill