DEVELOPER SUPPORT

Frequently Asked Questions

(1) Why should I join the Developer Support Program?

A Developer Support membership is recommended for any developer who relies on REALbasic as an essential part of his business.

The executive access benefit gives you an opportunity to share your feedback directly with REAL Software's senior management.

The technical support benefit gives you high priority assistance from REAL Software's expert team of technical support professionals.

The directed engineering benefit gives you the ability to get REAL Software engineers working on issues that matter most to you.

The consulting referrals benefits helps you generate more business with your REALbasic and REAL SQL Server skills.

(2) How do you define a technical support incident?

An incident is a well defined technical question. If a customer calls with two unrelated questions, they will be considered two separate incidents.

(3) What is directed engineering?

Directed Engineering is time during which the REAL Software Engineering team investigates a problem on behalf of a specific customer. This time may be spent on researching an issue and/or actually resolving it.

(4) How is directed engineering different from a support incident?

A support incident consists of a question to REAL Software's technical support team and an answer back to the customer. This is all handled within REAL Software's technical support department. If a problem can't be resolved in this matter, the customer can choose to use some of his Directed Engineering time to escalate the issue.

Unlike a support incident, Directed Engineering is handled by the REAL Software development team.