SOLID Support Services FAQ

SOLID SUPPORT SERVICES FAQ

Last update April 17, 1998
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1. What is the telephone number for Solid's support?

We don't have telephone support. Solid's data management components are most often used by professional developers who value accurate and documented communication. Solid is able to better answer the support questions when they are written out with sufficient details. We have noticed that the overall service level is higher when support requests are posted by email or through the problem report form.

2. Your web pages mention the supported (Express Sales) customer has 'the right to submit 5 support requests per year'. Is this sufficient?

In most cases, yes. Naturally, it does not prevent you from submitting more, but additional support requests are charged at USD 150 per hour.

3. If I submit one support request with 3 questions, is it regarded as one support request or as 3 separate support requests?

If answering the one support request is quick, that is, if it takes not more than approximately 2 hours, it can contain more than one question.

4. We are developing a commercial software package and would like to embed SOLID in it. We would like to know how to go forward with Solid?

Embedding SOLID in a commercial solution requires that we grant the right to develop solutions with SOLID and the right to distribute SOLID licenses to end-customers. In practice this means that a 'partner contract' is signed between the partner (the developer of the solution) and Solid.

However, making a 'partner contract' requires a good understanding of the pricing model of the solution, market area, target customers, suitable contract terms etc. These factors are not always known in the early phases of development.

Therefore, we recommend first buying a suitable license for development work and subscribing to the USD 995 Express Sales Customer Support package to ensure sufficient support for the development phase. Also, initial pricing terms for distributing SOLID with the solution can be discussed at this stage.

As the release date of the software approaches, the first end-customer pilots are run and the business model and pricing of the software package become clearer. Agreeing on the partnership terms is appropriate and more straightforward at this time. Naturally, a Partner level relationship can be started at any point, especially in cases where the development is ready or almost ready.