The Support Engineer’s Creed

What if Vince Lombardi was a software support engineer? He might make up a creed that sounded something like this…

My mission is to provide Best of Class product support in my industry

I am fortified by the singleness of my purpose and my commitment to excellence

Recognizing that I am the first responder, the first line of defense between the user community and my company’s software defects, I will react quickly to user issues and let users know their issue will receive *immediate* attention

July 4, 2018

Not all bugs are created equal

Defect prioritization 

These are the guidelines we use for setting Priority of bug fixes. It is combination of Severity and Frequency

July 3, 2018

ApexSQL Unit Test 2018 – Product update alert

ApexSQL Unit Test 2018 has been released

About ApexSQL Unit Test: ApexSQL Unit Test is a SQL Server Management Studio add-in, to maintain and run SQL database unit tests. It allows you to create unit tests and organize them in test classes. In addition, a single test case can be executed, as well as all tests from a single class or all tests against a single database with just a single click. Test execution can be automated using the CLI, along with exporting test execution results to XML, SQL script, or SQL database table.

July 3, 2018

Make technical support sexy

Product support gets a bad rap at times. But with a little effort, you can make it one of the sexiest and most rewarding positions in your company. Here are some things that can help.

Good compensation 

Make sure your product support engineers are well paid. As a base I would take what you pay a QA engineer/Software tester (at the same level) and add a premium for communication skills and the stress of dealing with customers, urgent problems etc. as well as any other value-adds they provide e.g. writing.

Also, offer a non-management promotion path to encourage continual career development and learning, as well as validating support engineers who take on increased responsibilities

July 3, 2018

Advantages of ApexSQL DevOps toolkit PowerShell scripts

ApexSQL DevOps toolkit PowerShell scripts, offer some interesting, compelling, advantageous and even unique features compared to other solutions that may be available

Open source

ApexSQL DevOps toolkit PowerShell cmdlets are contained in the DevOps toolkit PowerShell module that is available for download in the form of PowerShell code from our GitHub repository. That means anyone with some scripting skills can customize the way in which PowerShell CI and CD scripted pipelines are executed.

June 29, 2018

Advantages of ApexSQL DevOps toolkit Web dashboard

The ApexSQL DevOps toolkit Web dashboard is a free standalone Continuous integration and Continuous deployment build agent with a web based interface.

Here are some interesting, compelling and even unique features that stand out with this product.

June 29, 2018

ApexSQL Source Control 2018 R4 – Product update alert

ApexSQL Source Control 2018 R4 has been released

About ApexSQL Source Control: ApexSQL Source Control is a SQL Server Management Studio add-in to version control SQL databases and objects. It integrates with all major source control systems and allows database developers to work together on a shared or a dedicated database copy. ApexSQL Source Control provides full object versioning features such as object locking with team policies management, detailed view of changes history, conflict resolution, labeling and more.

June 28, 2018

ApexSQL Complete 2018 R5 – Product update alert

ApexSQL Complete 2018 R5 has been released

About ApexSQL Complete: ApexSQL Complete is a SQL Server Management Studio and Visual Studio add-in, that speeds up coding by automatically completing SQL code statements, filling in SQL code fragments and more.

June 27, 2018

ApexSQL Audit 2018 R4 – Product update alert

ApexSQL Audit 2018 R4 has been released

About ApexSQL Audit: ApexSQL Audit is a SQL Server auditing and compliance tool with a wide range of features for auditing access, changes, and security on SQL Server instances, databases, and objects. It audits queries, DDL and DML operations, security events (authentication changes, permissions changes, and attempted logins), events on stored procedures and functions, and provides out-of-the-box compliance templates such as HIPAA, GDPR, PCI. ApexSQL Audit saves captured information in a centralized auditing repository and provides comprehensive reports.

June 27, 2018