on September 5, 2014
A customer is reporting an issue in the field and it needs to be reproduced in order to identify the fix. Support does not have all versions or configurations pre-installed in their lab. The delay to help the customers is frustrating on both sides. This is a more challenging issue if the customer is on an older version.
As products progress thru the development/test/production lifecycle, those system designs are already in the CONS3RT library. Support has immediate access to versions shipped and fielded, reducing the time to reproduce. And when they get a fix from engineering, the resource are available to validate, test drive the install, etc.