[djmill]

Onsite engineers for UAT and rapid bug fix turnaround. Most bugs reported from customers, during UAT, are fixed by the next morning for another round of testing. This is not always the case, but for most issues, we turn them around in less than 12 hours and the customer is blown away.

This happens ~4 times/year for major releases.

[jdmichal]

Used to do the same for customer deliveries. At the beginning, it was embarrassing to even have issues come up at all. But then we realized that there was no way we were ever going to completely duplicate their environment, and something would always come up. We'd have to resolved by the next day, if not the same day. That's when you learn that customers don't care that there are problems; they care that there are solutions and that you are there to provide them.