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 arise when 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. There is also a feedback form that can be found on the gmStudio Help menu. We will use email, web meetings, and phone in responding to support requests and may direct you to technical articles on this portal.
Licensed users are also entitled and encouraged to use the latest version of the product. Product updates are typically published every 3-6 weeks. gmStudio will display a link to the new release in the upper right-hand corner of the Main Form if one is available.
The content of each release is determined at our discretion based on needs and priorities of our customers and the resources available.
We will respond to questions regarding the advanced use of the tool (i.e., customization and automated re-engineering) at a best-efforts level of service with resources available.
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 provide a service level agreement for the following types of work:
Under standard support, these tasks remain your responsibility. However we are very interested in helping you with them and we encourage you to submit requests for help with these tasks. Most questions are answered within 1-5 business days, but response time can be longer depending on our other commitments. If you need a higher level of service, we will work with you to define a Statement of Work describing tasks, deliverables, schedule, staffing, and cost for the effort.
Please make sure that you are using the latest version of gmStudio and that you have looked for answers in our User's Guide first.
If your problem is not addressed by the documentation, the following information is required to provide support:
We assume complete, well-formed source codes and solution configuration files as input and we attempt to produce 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 requires research, analysis and skillful implementation, Your ability to implement a custom solution is limited by the resources available; so, we do not guarantee any specific level of subjective "quality" for the custom translations. Migration teams should plan to finish some upgrade tasks with manual effort.
A migration team should plan to put all generated code through functional and technical testing that is both rigorous and comprehensive – in order to verify that the code meets the team's 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's Guide. Advanced training and higher-order services are recommended for teams planning extensive translation customization.
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