Academic: Symmetry Innovations e-mail support is free.
Symmetry Innovations Longreach Support Plan
We take great pride in our Longreach
Priority Support Plan, designed with the professional developer in mind. As a Longreach member, you are entitled to an array of service
offerings that provide you with a higher and more dedicated level of support
than that provided by the standard support offering of our suppliers.
In addition to the services offered to you as a member
of our suppliers’ standard support plans, Longreach
Support members are entitled to a variety of premium service offerings that are
integral to the success of any software project — services such as :
Planning and orientation session (Longreach
Application of support resources directed to where you
Standard 10% discount on SI training, consulting, and
contract development rates
Hosting of custom hardware devices
The Longreach family of support plans are based on the utilization of SI
engineering resources, and can be applied across all of our product lines. Your
subscription provides you with a number of hours support as a base. Once you
utilize your support hours allocation, you merely
order another bank of hours. Depending on the differing requirements for your
project, you can create a bank for what you feel appropriate (discounts apply
for larger banks of support hours).
SI Longreach support
customers are provided with priority service depending on the level of Longreach product with which they subscribe. The higher the plan (ie. Larger the bank of hours), the higher the priority.
Longreach Plus - Planning an Orientation
Each Longreach Plus support
plan includes one day of on-site consulting by one of SI’s
engineering staff. Use this day however you wish – perhaps a design review,
porting review, installation, or an initial introduction to QNX. You choose the
consulting that would best suit your needs.
Application of resources
Longreach customers can
direct SI to utilize their Longreach Support Plan
hours in areas such as, but not limited to :
products (though beta support is normally provided through the beta program -
please refer to your beta agreement for applicable support provisions)
caused by any modifications made by you or by any third party to any of the
software provided by Symmetry
information about our products, as known by SI engineering staff
your source code.
writing, or debugging your applications.
custom drivers or board support packages.
up to you to decide how you want us to spend the support hours you have in your
Symmetry Innovations’ have a combined 50+ years of embedded engineering
experience in house. SI’s engineering staff have a host of experience across a wide range of
vertical market applications, and hardware/driver experience – and of course in
the products we promote.
Longreach customers can not only take advantage of this
experience through our training, consulting, and contract services, but also
enjoy a 10% discount (excluding expenses).
Hosting of custom devices
For Longreach Plan members, we are willing to
host one custom target hardware device at our premises. This will allow our
engineers to become familiar with your hardware platform and will accelerate
our ability to reproduce and isolate problems you are encountering.
Please note that our hosting of such hardware does not imply that we
promise to provide support for your specific platform; only that it will be
used as appropriate to determine the cause of your problems.
Please note the following terms apply to the Longreach Priority Support Plans:
1. As a prerequisite
for the Longreach Priority Support Plan, you must
have a valid Standard Support Plan for each supplied product.
2. Plan Members who
use more than their purchased hours will be notified. If all credits have been
used, then any additional services will be provided on a time and material
basis until an upgraded plan has been established.
3. Plan Members can
provide three (3) contact names per Longreach Support
4. Support is based
on released versions, and corresponding private fixes to current releases
provided through this agreement, of supplied software and is limited to only
hardware components that are supported by such software.
5. Consulting and
custom engineering services are outside the scope of this plan except as
expressly outlined within the plan.
6. Plan members are
responsible for the cost of shipping any custom hardware to/from our offices,
including all incidental costs (e.g., taxes, duties, etc.).
7. Longreach support services
are provided on a best efforts basis. In rare cases, customer support
requirements may dictate the additional subscription of a QSS support plan.
All terms and conditions for the Symmetry Innovations suppliers’
Standard Support Plans apply in conjunction with the conditions herein.