We are committed to our customers' success with gmStudio and welcome all customer feedback. We offer Standard Support to each active Professional Edition License holder which includes product updates and services as described in this article.
Note that the above issues can be caused by a variety of factors including, but not limited to, the following:
Disclaimer: some of the above factors are out of our control and their resolution is beyond the scope of Standard Support.
We encourage all prospective buyers to check for Default Translation issues prior to purchasing gmStudio by downloading the gmStudio Trial and running assessment translations with the gmStudio Wizard. Translations issues will typically be reported in the Translation Log. You may also contact us for help with checking your system for potential Default Translation errors as described in this Getting Started with gmStudio article.
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 engagement.
We require 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 .NET codes that builds without errors but this is rarely achieved without customizing the translation rules.
We provide users with the means to customize the translations – to improve code quality in terms of correct functionality and conformance to unique coding standards. Implementing a custom translation process requires definition, research, analysis and skillful implementation. Your ability to implement a custom solution is limited by the vision and resources available; so, we do not guarantee any specific level of subjective code "quality" for the translations produced by gmStudio.
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:
Every migration team should plan to put all generated code through functional and technical testing that is both rigorous and comprehensive to ensure that the code meets the team's criteria for quality and is fit for its purpose prior to release into production.
We typically publish releases every 4-8 weeks. The content of each release is determined at our discretion based on severity of the issues, the needs and priorities of our gmStudio users, and the resources available.
See past release notes for a high-level history of the types of changes in each release.
We will respond to questions regarding Custom Upgrade development (i.e., improving code quality) with a best-efforts level of service from the resources we have available. In some cases, 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.
There is no firm SLA for Custom Support. Time to resolve defects and implement enhancements varies based on the nature of the work and when it can be scheduled for a release. If you would like a firm SLA for support please Contact Us to discuss a Custom Support Engagement.
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