We are committed to our customers' success with gmStudio and welcome all customer feedback.
Standard support is included with the product and includes help with installation and with producing standard translations and resolving translation issues.
Translation Issues are situations where the tool is unable to produce a well-formed, standard translation from a well-formed set of inputs. We consider these high priority matters. We prefer to receive support requests via email but phone is acceptable. An on-line support forum and gmStudio User Community site is in development. We will use email, web meetings, and phone in responding to support requests.
Licensed users are also entitled and encouraged to use the latest version of the product. Product updates are typically published every 3-6 weeks. Active license holders will receive a notification when a new release is published. The content of each release is determined at our discretion based on needs and priorities of our customers and the resources available.
We will also respond to email requests for help with advanced use of the tool (i.e., customization and automated re-engineering) at a best-efforts level of service.
Time to resolve defects and implement enhancements varies based on the nature of the work and when it can be scheduled for a release. In some circumstances, to deliver high-priority fixes, we publish releases off-cycle. In other circumstances, we may suggest a work around that allows a customer to solve their problem without requiring a gmStudio update.
Enhanced support is available on request and includes help with improving the quality of translations produced by the tool; please contact us here to discuss enhanced support.
Note that the above issues may be caused by a variety of factors including but not limited to the following:
Disclaimer: some of the above factors may be out of our control and their resolution is beyond the scope of standard support.
Standard support does not include the following types of work:
These types of work are considered out of the scope of standard support, but they are available as custom services -- subject to Statement of Work (describing tasks, deliverables, schedule, and price for the effort) between GM and the customer. Customer's working in a self-service mode should submit there questions, most are answered with 24 hours, but there is without service level agreement, response time varies.
Please make sure that you are using the latest version of gmStudio and that you have carefully read this User's Guide.
If your problem is not addressed by the documentation, the following information is required to provide support:
Occasionally support cases require sample files to reproduce the error condition. Please compress related material into .zip archives.
We assume complete, well-formed source codes as input and we attempt to produce a complete, well-formed .NET codes as output. We attempt to produce codes that build with no warnings or few warnings but this is rarely achieved without tuning the translation process. We provide users with the means to customize the translations – to improve code quality in terms of correct syntax, maintainability, correct functionality, and conformance to unique coding standards. However, implementing a custom translation process require research, analysis and skillful implementation and there are limitations; so, we do not guarantee any specific level of subjective "quality" for the custom translations. Migration teams should plan to expend manual effort to finish any migration task. Migration teams should also plan to put all generated code through functional and technical testing that is both rigorous and comprehensive and verify that it meets your criteria for quality.
In addition to software updates, standard support also includes basic training and guidance in the use of our product.
We recommend customers planning to use advanced features study and reproduce the samples and read this gmStudio User Guide. Advanced training and higher-order services are recommended for teams planning extensive translation customization.
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