Automating Software Failure Reporting "Developing a failure reporting system requires an understanding of a product’s customer base, as well as usage profile. It is also important that you under-stand the failure profile of your product so that you can focus on events most annoying to your customers. Although product attributes are unique, there is a generic set of data that, if collected, will help in diag-nosing failures. In collecting customer data, however, you must address all privacy concerns prior to rolling out your process. Along with a failure collection system, you also need a process that can distribute patches to address those failures.
At Microsoft, our experience has led us to develop a generic methodology to process, transmit, analyze, and respond to customer failure data. Differences exist in the way this process can be implemented; it is usually dependent upon the product type and its failure profile. "
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