Timesys Project-Based Support: Frequently Asked Questions

A Timesys Support contract includes help with troubleshooting typical embedded Linux development issues/questions that arise, such as how to ensure the reproducibility of builds, which device drivers are functional, how to patch the kernel and keep local patches, etc.

While all project team members may read available Timesys documentation, not all team members can submit support questions. A contact point is a dedicated team member who is allowed to submit support questions.

A Timesys support contract initially allows for up to three contact points. If needed, additional contact points can be added to a support contract as a purchased “add-on.”

Yes. At any time during your support term, you can reassign contact points.

Your question is acknowledged within 24 hours. Time to resolution depends upon the question and complexity.

The hours used will be displayed on your LinuxLink dashboard.

Timesys engineering typically spends up to 4 hours assessing the complexity while trying to resolve each issue. For issues requiring significant time (more than 8 hours), you will be provided with the number of hours we estimate it will take to resolve, and we won’t proceed unless we have your approval to do so.

No. Support hours not used will expire at the end of the term.

Yes. At any time, you can purchase additional blocks of support hours.

You have 30-days after purchase to upgrade and only pay the difference.

Timesys assigns to your project an account manager who will monitor all your support requests.

Timesys Support provides developers with the help they need to troubleshoot development issues that arise. Timesys support engagements do not include the writing of code.

For those projects where you require additional engineering resources and/or expertise, Timesys can undertake a portion of your project development or deliver to you a turnkey solution. These types of projects are Services projects, and typically include the writing of code.

Yes, for customers who have purchased a TimeStorm seat, support hours can be used toward TimeStorm and application development related issues.

A TimeStorm seat comes with standard support which includes updates, bug fixes, and installation issues. The standard support does not include application development and Linux customization related questions. For any development related questions, one must have a support contract.