[ACCEPTED]-What are the core elements to include in Support Documentation?-documentation
Having been on both sides of this process 4 professionally, I can say that the following 3 should be mandatory:
- the documentation of the code (javadoc, doxygen, etc)
- details on build process
- where to get current source
- how to file bugs (they will happen)
- route to provide patches either to the source or to customers
- how it works (simple, but often overlooked)
- user-customizable portions (eg there is a scripting component)
- primary contacts for each component, aka escalation path
- encouragement for feedback from Support as to what else they want to see
I'm sure lots of other things 2 can be added, but these are the top priority 1 in my mind.
- Functional Specification (If you have one)
- User Manual. Create one if you don't have
- Technical Manual, Containing
- Deployment Diagram
- Softwares Used
- Configuration and build details
- Deatils of Server ip and admin / oracle / websphere passwords
- Testing Document
- Over view document giving out
- Where all documents are kept
- Version Control repository and its project/ user details
- Application usernames / password
- Any support SQL's/tools etc created by the development team, for analysis, loading data etc.
- Include Screenshots of operations and output.
- Prefer "online easily update-able" doc (wiki-like) instead of paper or pdf.
- If online, make it searchable and cross-linked.
- A usermanual is a neat thing (pictures, descriptions, aso.)
- A rundown of the different features within the application
Thats what i'm thinking ontop of my head 2 if this is "only" for support staff and 1 not further development.
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