Timesys Project-Based Support: Frequently Asked Questions
Click on any question below to view the response.
What is covered under a support contract?
What is a contact point, and how many do I get with a support contract?
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.”
Can I reassign support contact points?
What is the expected response time when submitting a support question?
How will I know how many hours have been used?
Will Timesys estimate how much time will be spent on a support request, prior to actually spending the time to resolve the issue? In cases where the estimate is significant, I might want to withdraw my support request.
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.
Do unused support hours get rolled over to the next term?
Can additional support blocks be added to the project as we need them?
Can I upgrade to a different package and just pay the difference?
Will a single Timesys support person be assigned to our project and handle our support tickets?
What is the difference between Support and Services? How do I determine if I need support or if my need is a better fit for a services project?
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.