Support Reports

This guideline will tell you how and when to report bugs in Gordano products. It is not however a substitute for technical support enquiries. Any bug reports considered to be a request for technical support will be ignored.

What is a bug?
A software bug may be defined as a coding error that causes an unexpected defect, fault, flaw, or imperfection in a computer program. In other words, if a Gordano product does not perform in the way it was designed to perform, it is most likely a bug.

What is NOT a bug?
From time to time a Gordano product may not perform as the user expects, but this is not necessarily caused by a bug in that product. For example your server may be blacklisted as an open relay even though you have relay disallowed on the Security>Relay page. This might be because you have one or more domains specified in the "allow relay for" list on the same page. This problem can easily be resolved by reference to the Manuals and the Knowledge Base.

Guidelines for Bug reports


Gordano's developers are interested in learning about every reproducible, specific bug found in the Gordano product suite, but incomplete or inaccurate reports waste valuable time. More bugs will be quashed more quickly if you can follow these guidelines prior to submitting a bug report.

Each bug report is investigated by our dedicated Bug Team. The report is then categorized according to the seriousness of the bug. If Gordano categorize the report as a security risk a fix may be produced and passed to the customer for testing, once it is confirmed it resolves the issue the fix will be made generally available. If it is not categorized as a security risk then it will be assigned a priority and incorporated into a future release of the software. The Bug Team will inform you of the outcome of their investigation.

When filing a report put in as much relevant detail as you can. (If you're not sure about the relevancy, include the detail.) Be as specific as possible. Please make sure that you can reproduce the bug before reporting it, we need to be able to reproduce an issue in order to categorize it.

Please do not mention multiple problems in one bug report; if you have seen more than one problem, keep each one distinct and separate, filing another report for further issues if necessary.

Please do not use this system to report traps. These are automatically forwarded to us (by default, although you can turn this off) and are assessed as they arise.

Please look over your report and ensure it is as complete as possible before sending it.

Frequently Reported Bugs
If your bug is already being discussed in the Gordano discussion lists, then a report is not necessary as the lists are monitored and we will already be aware of the problem. Any report you file will be marked as a duplicate. This is not a Good Thing because your time in filing the report, and our time in classifying the duplicate, is wasted.

Language
The only language for bug reports is English. If you file a bug report in another language it will be ignored.

Bug Reports are not a substitute for support
You will not be able to obtain support for our products by using a bug report instead of using a support contract. If you do not have a support contract, our Bug Team will only spend time attempting to reproduce the fault. The exception is faults which result in a security issue. In this case, the resultant hot fix will be released for all those with maintenance contracts whether or not they have support contracts.

Important
Before you submit a bug report, it's a good idea to check whether the issue you are reporting is already a known issue. As we cannot respond to attempts to raise duplicate reports, it's in your best interest to check for the problem first using the resources available to you such as:
  Manuals
  User Groups

Feature Requests
Feature requests are not bugs; use our suggestion service instead.

Technical Support
Please do not submit a bug report if you are in need of technical support.

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