Introduction

• SOS is open to Change Requests from users of its software products..
  • Users can suggest Change Requests at any time using public resources, see Support Resources.
  • Customers can ask for consideration of Change Requests for specific releases.
• SOS accepts Bug Reports from users of its software products.
  • Users can publicly report bugs, see Support Resources.
  • Customers have access to the SOS Ticket System to report problems of the software or its documentation.
• Planning and tracking of Change Requests is performed by SOS.

Wording

Changes

• Definition

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  • For SOS products we distinguish between the following types of Changes:
    • Changes in the Software (Features, Improvements, Bug-fixes): such Changes are subject to the Change Management Process and require communication with SOS in order to be implemented.
    • Changes in the product configuration: such Changes might not require any support from SOS if the know how is in-house with the user. This type of Changes is not subject to a Change Management Process but is handled within the scope of Configuration Management.
• Resources
  • Public Change Management System
  • Public GitHub Source Code Repositories

Change Requests

• Definition
  • Change Request is a formal Request for Change of an SOS product by a user. The requested change can be any of a new feature, an improvement and a bug-fix.
• Resources
  • Change Requests are added by users using public Support Resources and by customers using the private SOS Ticket System.

Change Proposals

• Definition
  • A Change Proposal is a joint document that is accepted by the user and by SOS at the end of a Requirements Management process.
  • Change Proposals are based on requirements, therefore it is not focused on what customers want, but about what they need.
  • Change Proposals specify the functionality of a Change, for example what functionality a new feature will provide, not how the feature will be implemented.
  • Change Proposals include an estimate of effort by SOS that is the basis for funding of features.
• Resources
  • Public Change Management System

Change Management Process

• Change Requests can be added any time by users and customers:
  • Users can add Change Requests using our public Support Resources.
  • Customers
    • can add Change Requests to the private SOS Ticket System and 
    • will receive a review of their Change Requests by the SOS Support Team and
    • will receive a release assignment for funded features.
• Change Requests are subject to a workflow that includes
  • Specification of Change Proposal
  • Acceptance of Change Request
  • Adoption of Changes
• Resources
  • Public Ticket System for users of the Open Source License
    • SourceForge JobScheduler Ticket System
    • SourceForge YADE Ticket System
  • Private Ticket System for customers of the Commercial License
    • SOS Ticket System
  • Public Change Management System

Tasks

Changes

• Co-ordinate the acceptance of Changes with your organization. This might include Service Transition - Service Validation and Testing
• Co-ordinate the deployment of Changes with Service Transition - Release & Deployment Management

Change Proposals 

• Co-operate with SOS on the elaboration of Change Proposals.
• Vote for Issues and add comments by using the Change Management System.
• Keep track of your Change Proposals: Tracking Issues
• Ensure acceptance of the Change Proposal within your organisation.