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	Troubleshooting

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Troubleshooting

Programming can be a tricky task. Add to that the quirky behaviors of various web browser applications, server side scripting and remote database connections, and it's no wonder you're pulling your hair out when trying to find the bug. When you're stumped, it's better to take a break and work on something else. Give your bugs to us. We'll find them and fix them. And that makes your site better..

1. The service begins when you fill in a bug finder request form on our website.
In this form you will specify what you believe the bug is, the location of the problem on your publicly accessible website (or if your website is behind a private authentication method, you will need to provide us with a temporary login method). Which browsers the bug is occuring within, and additional information that will help us to evaluate the issue.
2. You can review our terms of service agreement prior to submitting your request.
The agreement details our privacy and intellectual property protection legal clauses, when in the event we may need access to files on your web server, you can feel assured that your files and data are protected from theft, abuse, and misuse.
3. We will connect to your website, and attempt to cause the bug to happen.
If we are unable to reproduce the bug, we will notify you, at which time you may want to stop the process, or you may need to revise your bug description to include more information about what specific actions it occurs under.
4. Once we can repetitively reproduce the bug, we will advise you of our proposed actions.
If we determine that the bug is occuring on the client side (within the web browser itself - such as an error in the HTML markup codes, or a javascript error), we will save a copy of your webpage to our server, and work on that copy to determine the cause of the bug out.
5. If the bug is occuring on the server side, we will need additional access to server side files, databases, etc.
We will notify you of the need for access to your files. Our access to these files can be either through a temporary FTP password, or you can email them to us as an attachment. Our terms of service agreement will detail how you are protected during this temporary access.
6. We will make separate copies of the files which may contain bugs, so the original files remain untouched.
This important step ensures that your website remains online and operating (unless the bug is so sever that the page cannot be loaded properly). It also enables us to illustrate what is causing the bug, so future implementations of this type of code will not repeat the same bug.
7. If it is a quick fix, we will fix it on the spot.
Sometimes during the process of troubleshooting, the bug fix is a very simple one, and in that case we can fix it immediately. Other times the bug may be widespread across several files, and it will require additional fixing effort and time. If that is the case, we will notify you of our estimate of how long it may take to fix it, and you can choose to continue with our repair service, or you may wish to attempt to fix it yourself to save money.

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