Customers reporting problems may submit programs that they believe demonstrate the problem they are reporting. The problem solver must verify that the customer's example program does in fact demonstrate a real problem. In some cases the customer may missinterpret the way the system actually works. In other cases their program may be faulty due to programming errors. In still other cases, the customer supplied programs may be very complex and require simplification in order to better understand the problem. Once the problem solver has determined whether the problem is valid he/she needs to isolate the faulty code and make a correction. If the customer's program is faulty or the problem reported is a user error, the problem solver must clearly explain the correct operation to the customer. In rare cases the problem reported cannot be corrected in a timely fashion and an explanation must be given to the customer of when a correction might be provided and alternatives presented to allow the customer to accomplish their goals in spite of the problem.