
338 CHAPTER 12 Software Support and Maintenance
6. Describe the steps involved when a customer problem is passed
from the customer service/support representative to the technical
problem/fix analyst until the problem is resolved.
7. Give an example of a problem that may occur if a customer stays
on a particular release, skips several maintenance/fix releases, and
then applies a fix release.
8. What is the estimated effort field on the change request form used
for?
12.6 Exercises
1. Visit the online customer support site of a software product com-
pany and compare the list of support functions they offer against
your list from Review Question 1.
2. Explain ...