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We are committed to our customers' success with gmStudio and welcome all customer feedback.

Standard support Support is included with the product and includes covers help with installation and with producing standard translations and resolving translation issues with Default Translations.      

Default Translation Issues are situations where 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 but phone is acceptable.  An on-line support forum and gmStudio User Community site is in development.  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  Product updates are typically published every 34-6 8 weeks.  Active license holders gmStudio will receive a notification when a new release is published. display a link to the new release in the upper right-hand corner of the Main Form if one is available.  

Ongoing Releases

The content of each release is determined at our discretion based on severity of the issues, the needs and priorities of our customers gmStudio users, and the resources available.

  • First priority goes to resolving product defects that prevent customers from making use of standard features 
  • Second priority goes to resolving product defects affecting the correctness of the translations
  • Third priority goes to resolving product defects affecting the advanced features
  • Forth priority goes to developing new capabilities and product enhancements of a general nature

See past release notes for a high-level history of the types of changes in each release.

Ongoing Support

We will also respond to email requests for help with  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. 

How does the Standard Support process work?

  • Support is typically requested via email ( or the contact the inquiry form on our web site or via the feedback form in gmStudio.
  • Suspected product defects must should be submitted with a detailed description of how to reproduce the problem and the expected resolution.  If possible send us representative source code and configuration files as well as the generated code and logs from reproducing problem.
  • We can use email, web meetings, skype, and phone to provide responses. 
  • We attempt to respond make a first response to support requests within 1-3 business days. 

What types of problems

do we want to help you solve

does Standard Support cover?

  • 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.valid source code

Note that the above issues may be caused by a variety of factors including but not limited to the following: 

  • Incorrect or incomplete source codes
  • Environmental or deployment problems including missing COM dependencies
  • Incorrect product usage
  • Product defect
  • Needed product enhancements

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 provide a service level agreement for the following types of work:

  • Making your translations build in .NET
  • Preparing or verifying custom configuration files
  • Developing and/or presenting training material materials for a custom translation
  • Functional testing of client applications
These types of work are out of the scope of standard support, but they are available as custom services -- subject to Statement of Work (
  • Runtime Support Library enhancements 

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 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 variescost for the engagement.

Requesting Support

Please make sure that you are using the latest version of gmStudio and that you have carefully read this 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:

  • A full description of your problem. 
  • gmStudio version and License Information (See [Help/About]). 
  • Operating System version. 
  • .NET Framework version. 
  • How the error or condition has occurred, including the sequence of actions leading up to the error condition, error messages...etc.
Occasionally support
  • In certain cases we require sample source and solution files to reproduce the error
  • .
  •  Please compress related material into .zip archives
  • . Content may be emailed or exchanged by secure file upload to the Great Migrations web site.

Quality of generated code

We assume complete, well-formed source codes and solution configuration files 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 requires research, analysis and skillful implementation and there are limitations,  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 expend finish some upgrade tasks with manual effort to finish any migration task Migration teams should also


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

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 provide a standard web-based training session to new customers, typically as part of a Smart Start engagement.  The duration of the standard training session is about 2-3 hours.
  • We attempt to maintain a complete and up to date gmStudio User's Guide and gmStudio videos.
  • We answer questions about using the tool including how to tune it by modifying your translation configuration files.  
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

the code meets the team's criteria for quality.

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