Fix customer problems in the field or back at base

Your software has failed at a customer site. What do you do?

The customer is king, and never more so when they experience a problem with your software, but diagnosing customer issues can be difficult, stressful and potentially damaging for your product’s reputation.

Communication barriers

To figure out the source of the failure, a software vendor has to figure out what happened by talking to someone who might not have the technical and/or domain knowledge required to provide a full account of the problem, leading to lengthy, protracted and frustrated conversations, and an inability to reproduce the failure.

Expensive use of R&D

If your customer is sensitive about security, they will not want their code to leave their premises.  A field application engineer may be forced to travel to the customer site to investigate the problem on the customer's machine, which is time-consuming, expensive and disruptive for both the vendor and customer.

No guaranteed reproducer

If developers have to travel to the customer site, they won't have access to their usual tools and environment, so many of the usual debugging techniques such as rebuilding the application with a candidate fix, or running with extra diagnostics, are simply not possible, making reproduction difficult.

LRP - Step 1 - Software fails

The result

Slipped development schedules

While you figure out the root cause of the failure, your customer is unable to make any progress on their project until the bug is fixed. This may adversely affect their development cycles, putting stress on your relationship and increasing the urgency of finding a solution.

Costly and time-consuming

Sending your best engineers to fix customer issues in the field is an expensive use of resource. Not only must you suffer the usual expenses associated with travel, but your must incur a loss in opportunity value of having your brightest and best absent from writing new code for your product line.

Damaged relationships

There is no guarantee that your field application engineer or in-house team will be able to reproduce your customer’s issue. It is not uncommon for such instances to lead to a breakdown in business relations, canceled contracts, a loss of revenue to the vendor, and a hard-to-remove stain on both the vendor’s and customer’s image.

We've got the solution

Undo’s Live Recorder for Production records the execution of your product, capturing all the information you need to identify, diagnose and fix the problem directly at the customer site or back at base.

  • Keep your customer happy

    Production failures now come as a recording. Rapidly fix the issue at the customer site or in-house depending on your customer’s needs.

  • Complete visibility into execution history

    See any value in your program's memory or registers for any instruction in its execution history.

  • Reduce cost

    Fix problems without having to travel to the customer site and allow your developers to share recordings, so they can collaborate when solving errors.

Live Recorder for Production Logo

Useful related resources

Live Recorder video tutorials

See how easy it is to get started with Live Recorder.

View tutorials

The business case for replaying customer bugs

Reduce turnaround time between customers reporting bugs and fixes being released using record, rewind and replay.

Read article

Keep your customer relationship strong

A 30 second overview of how Live Recorder can help you solve production failures quickly, easily and without stress.

Watch video