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Quantum Leaps offers Support Contracts as an option when purchasing one of our commercial licenses. Unlike the licenses, which are typically perpetual, support contracts are time-limited (90 days, 6 months, or a year). Upon expiration of a support contract, the customer can choose to extend the contract simply by purchasing additional support.
Support Scope
The purpose of Support Contracts is not mentoring, training, or designing applications for the customer. If you have such needs, please refer to our training and consulting services. The following bullet-items define the scope of our Support Contracts:
Assistance with product installation, usage and functionality
Problem resolution and workarounds—Quantum Leaps will make reasonable efforts to fix bugs in released products, and provide workarounds for any discovered issues, if possible.
Unlimited support incidents via e-mail
E-mail notification of new releases
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Support Procedures
While purchasing our Support Contract, the customer designates one (1) developer ("Designated Developer") who will be the only point of contact between the customer and Quantum Leaps Support. The customer may at any time, but not more frequently than once every three (3) months, designate another individual to replace the Designated Developer by notifying Quantum Leaps Support.
Support requests can be submitted by e-mail only; there is no phone support.
To ensure a prompt response the Designated Developer should send an English plain-text e-mail (no HTML) from the mail account registered for his or her Service Contract providing the following:
- a clear, detailed description of the problem/question/suggestion
- which supported and released version of the product is affected
- what is the operating environment (hardware platform, OS/RTOS, build tools etc.)
- if applicable a complete and compilable test case of not more than 500 lines of code that demonstrates the problem
- additional relevant context (i.e., log files) should be included as the e-mail attachment. UML diagrams (i.e., state diagrams, sequence diagrams) are accepted in Visio, GIF, or JPEG formats.
- compressed content should be included in zip or tar.gz archives.
- The Designated Developer needs to respond to requests from Quantum Leaps Support to enable prompt handling of the issue and a satisfactory resolution, if possible.
- These conditions are subject to change upon 30 day notice.
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Maintenance Releases
As part of our support effort, Quantum Leaps might occasionally make Maintenance Releases. The main focus for such releases are stability and portability. Typically, a maintenance release will be designated as a change in the maintenance release part of the product version (x.y.z+1). Some typical maintenance activities include:
- Fix bugs caused by changes to previously working code.
- Fix build and portability issues.
- Fix non-conformance to standards (e.g., coding standard, specific embedded compiler warnings, lint warnings, etc.).
- Fix defects specific to a single platform that are not present on other platforms.
- Fix critical defects in our software, including (but not limited to): crashes, race conditions, data corruption, memory leaks.
- Update documentation and license information when deemed necessary.
Non-critical fixes that do not meet the above requirements will be reserved for later product versions, as the risk of destabilizing the product is greater than the benefits.
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Version Support
A product version x.y.z will be supported until one year after the release date of the following version (x.y+1.0 or x+1.0.0, whichever comes first). Support is only offered for the official stable releases; not for snapshots, beta releases, preview versions and other unsupported releases.
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Version: November 23, 2004