Support Plans
The EmbedThis Builder Support Center is the place for you to can tailor your support plan and open support issue tickets and track them to resolution.
EmbedThis offers two types of support:
- Basic Support
- Developer Support
Basic Support
Basic support provides guidance covering installation and operational usage of the product.
The basic support subscription can be paid monthly or yearly in advance.
Basic support is $720 USD per year and is a 10% discount over the monthly price of $67 per month. Basic support is required if you utilize Developer support.
Developer Support
Developer support assists with design and implementation challenges, encompassing embedded development, cloud-based device management, coding, debugging, and support for legacy software versions.
The service is priced at $250 USD per hour with a mandatory minimum of two hours. Activation of basic support is a prerequisite. Payments for developer support must be made in advance.
Your purchased support hours are consumed by EmbedThis staff as they tackle issues you submit via the Builder support portal. These hours cover activities such as identifying, diagnosing, and debugging problems, as well as providing guidance and collaborative efforts to resolve your issues. The time spent by EmbedThis support staff is meticulously tracked and deducted from your developer support balance.
Given that the EmbedThis device agent software is embedded and tailored within customer devices, support hours are spent regardless of the root cause of the issue—even if it stems from a bug in the device agent software.
Support Cases
With an active support plan, you can use the integrated Builder support portal to open support cases and track them to conclusion.
When opening a support case, you supply:
- A short case issue subject
- A detailed issue description
- The relevant product experiencing the issue
- Attach relevant files or logs
- The issue severity
- A list of additional recipients
Issue Description
Please provide a complete and detailed description.
A good description is a clear and complete description of what the issue is. Please explain in sufficient detail. Most people are too brief in the description and it results in delays addressing issues as support staff go back and forth with questions. Please spend some time writing a complete description.
If you can, please include a link to a gist or repository containing a test case or sample that reproduces your issue. Reproductions should be short, correct, self-contained and should not contain code that isn't relevant to the issue. Please do NOT just paste code from your project. Explaining how to reproduce the issue alone is typically insufficient.
Issue Severities
You can set the issue severity which helps EmbedThis staff understand the impact of your issue. Set to low, medium, high or critical. Please do not overstate the issue severity. NOTE: the severity does not equate to a priority with which your issue will be addressed. center
Upload Attachments
You can upload log files, screen shots or other assets that can assist EmbedThis to understand and diagnose your support issues. Each asset must be less than 10 MB in size.
Additional Recipients
By default, cases will be sent via email to you for your records. You can include a comma separated list of email recipients who will also receive a copy of the case issue exchanges.
Close Case
When an issue is closed to your satisfaction, click the close case button.