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Table of Contents

Overview

We are committed to our customers' success with gmStudio and welcome all customer feedback that helps us improve our products and services.

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Enhanced support is available per request and includes help with improving the quality of translations produced by the tool; please contact us here to discuss enhanced support. 

How does the Standard Support process work?

  • Support is typically requested via email (support@greatmigrations.com) or the contact form on our web site.
  • Suspected product defects must be submitted with a detailed description of how to reproduce the problem and the expected resolution.
  • We use email, web meetings, and phone to provide responses. 
  • We attempt to respond to support requests within 1-3 business days. 

What types of problems do we want to help you solve?

  • Installation issues: unable to install gmStudio
  • Licensing issues: unable to use a valid gmStudio license file
  • gmStudio issues: unable to use the supporting features of the gmStudio UI such as migration project setup, running external processes, reporting, and analysis.
  • Default Translation issues: unable to produce a complete standard translation of your source code
  • Translation Configuration Issues: unable to process your custom translation configuration as expected
  • Code Quality Problems: unable to produce a translation that meets your code quality standards: failure to build, undesirable coding patterns, and functional defects.

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Disclaimer: some of the above factors may be out of our control and their resolution is beyond the scope of standard support.

What is not included in Standard Support?

Standard support does not include the following types of work:

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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.

Requesting Support

Please make sure that you are using the latest version of gmStudio and that you have carefully read this User's Guide.

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Occasionally support cases require sample files to reproduce the error condition. Please compress related material into .zip archives. 

Quality of generated code

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.

Training

In addition to software updates, standard support also includes basic training and guidance in the use of our product.

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