[Resolved] How fast are your hotfixes?

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[saint]

Hi there,

This is not a Toolset bug, but I'm currently in a situation where there is a "Ghost in the Machine" type of bug where it will strike at random, and the consequence is that when I go to edit a Beaver Builder Themer layout, it will corrupt that layout and make it so that it no longer renders and just makes it "disappear" so that I can't see any of the content when editing it anymore.

So, due to this concerning behavior from another plugin... I have to ask:

If there was a Toolset bug that was as severe as the above--where it impacts the end user workflow to the point of corrupting their work, or completely stopping and halting their authoring/developing experience--on average, how fast does the Toolset team work to resolve and/or if needed, hotfix an issue like this?

Are there any examples of this, and has this happened before in other cases? Could I count on OTG to remedy hotfixes in situations where I'm roadblocked from any work until a bug is resolved?

Thanks,

[Luo Yang]

Hello,

Q1) If there was a Toolset bug that was as severe as the above...

I have checked it in our Errata lists, there is only one item in open status, see here:
https://toolset.com/known-issues/?wpv_post_search=Beaver+Builder&wpv_aux_current_post_id=399043&wpv_view_count=401205-TCPID399043

The open one:
https://toolset.com/errata/styles-added-with-beaver-builder-to-a-loop-item-are-lost-if-the-loop-item-is-displayed-in-a-page-styled-with-beaver-builder/

Q2) how fast does the Toolset team work to resolve and/or if needed, hotfix an issue like this?

As you can see it is compatibility problem issues, it will takes time to debug and fix, I am not sure when will it be fixed or resolved, some problem are not in Toolset side, we need to contact the author of other plugin/theme to work together, it might take weeks to resolve.

Q3) Are there any examples of this, and has this happened before in other cases?

You can get the examples in above Errata lists

Q4) Could I count on OTG to remedy hotfixes in situations where I'm roadblocked from any work until a bug is resolved?

According to our support policy:
We cannot always fix compatibility issues arising from third-party plugins and themes.
https://toolset.com/toolset-support-policy/

We can help you trace issues and find solutions. However, we cannot always fix everything immediately.

[saint]

Hi Luo,

Thanks for your detailed reply.

"Re: We can help you trace issues and find solutions."

That is great to hear, and I'm glad you guys have our back if/when we have "showstopper" issues.