Reading Kilgray blog is interesting but here's something I'd like to point out.
Recent
post states their attitude towards development, testing and bugs resulting in memoQ customer satisfaction.
This made me think why our support is always acclaimed. I think it's not the technical skills but rather the focus, and the excellent people who do support with us feel a personal responsibility towards the users, not towards the company. For us, it's a fact that every release has bugs, and we don't even aim for absolutely bug-free software, as we know it's impossible. After fixes, new bugs are always introduced, and there is nothing we can do about it - except that we respond.
This is so much different from SDL's approach - which I couldn't find stated clearly because search on their blog is
not working.
I'm not saying what is wrong and what is right but personally I like the Kilgray's - the agile one.
