Support moves to a higher plane

Wind River Systems has expanded its customer support programme.

Wind River Systems has expanded its customer support programme.

In addition to Wind River's Standard Support, the company now offers a premier level of support through the Gold Support programme.

Gold Support provides Wind River customers with a comprehensive package of enhanced support services and management mechanisms to track request and improve response time.

Wind River's customers in need of quick online access to the latest board support package or technical expertise throughout their product life cycle, can turn to Wind River for all of their support needs.

The Gold Support programme is designed to appeal to the increasing numbers of Wind River customers with large installations of Wind River Platform products and challenging product integration and test schedules.

Gold Support is also a natural component of Wind River's Customer Specific Platform programme.

"The Gold Support offering enables Wind River to more deeply engage with the customer throughout the project lifecycle, acting as a true member of their team in order to better understand and address the business and technical challenges they face", said Dave Fraser, Group Vice President of Products for Wind River.

Currently, all customers engaged with Wind River on an enterprise-licensing model are guaranteed Standard Support.

Standard Support includes access to Wind River Online Support - 24-hour interactive assistance via the Internet.

This service includes frequently asked questions (FAQs), access to Wind River's knowledge base, Wind River product manuals, periodic patch releases, periodic maintenance releases, automatic TSR/SPR status, notification services, developers' chat room, and 3rd party support groups links.

The Gold Support offering will add the assignment of a Technical Account Manager (TAM), guaranteed levels of on-site support for the customer development and integration team, assistance with project planning, and a fully managed system of priority response mechanisms for implementation issues.

Wind River's team, including the TAM, will also offer regular status and performance reporting focused on issues related to the customer's technology and projects.

The Gold Support programme will scale to meet customer needs of single site, multiple site and/or multinational organisations.

Wind River's global team will engage with Gold Support customers in two main areas - TAM advisory and management and technical consulting services.

These resources offer and range of expertise to the customer team, including: customer implementation of Wind River products and services; planning, implementation management, risk management, reviews; on-site support; customised training; system level debugging; and emergency system level consulting.

Additional specific services such as hardware and software integration, application development and board support package or device driver development are always available and would be scoped and delivered with a mutually agreed statement of work.

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