Wind River Support Network

e-Support

This is the standard support that is included with a license subscription or maintenance agreement. With eSupport, you receive full access to the Wind River Support Network, including the Knowledge Forum, which is monitored and contributed to by Wind River experts.

Enterprise Support and Enterprise Project Support

This level of support offers person-to-person assistance in addition to e-Support. With Enterprise Support, you can create Service Requests online or via telephone, and you can discuss your specific technical challenges privately with an experienced support engineer, under the Support and Maintenance Supplemental Terms and Conditions .

Premium Project Support

This program represents our highest level of support for our customers. Premium Project Support is designed for customers who require our fastest response, a high degree of crossfunctional coordination within a development team or across business units, and personal attention.

With Premium Project Support, your Premium Project Manager (PPM) is your single contact point for support request status, management, and escalation. Your requests are routed to a designated team of senior engineers who are familiar with your project. The program also provides our fastest Support and Maintenance Supplemental Terms and Conditions .

Long Term and EOL Offerings

For customers who require full support of a specific product version after the legacy or End-of-Life (EOL) date, Wind River offers long-term support and maintenance programs. These programs allow customers to continue to receive support, defect resolution and security fixes after a product is retired. See the Product Lifecycle for more information.

Long Term e-Support and EOL e-Support

Long Term e-Support covers one designated software version and entitles customers to access the Wind River Support Network, including:

• Wind River Documentation Site
• Wind River Knowledge Forum
• Published defects
• Repository of existing patches

One e-Support purchase provides 12 months of access for two named individual logins. e-Support does not include the ability to open Service Requests via the Service Request Tool, does not include live interaction and does not include product maintenance.

Long Term Enterprise Support and EOL Enterprise Project Support

Long Term Enterprise Support and EOL Enterprise Project Support entitle customers to call the customer support organization, receive troubleshooting help from expert engineers and have issues tracked in the Wind River support system for the designated software version, typically the latest generally available version of the legacy product.

One Long Term Enterprise Support or EOL Enterprise Project Support purchase provides 12 months of support for two named individuals. These offerings do not include maintenance. It is highly recommended that Long Term Maintenance be purchased with Long Term Enterprise Support when available. For EOL Enterprise Project Support, maintenance is provided through Wind River Professional Services.

Long Term Maintenance

Long Term Maintenance is intended for customers who need high-quality fixes from Wind River when standard maintenance is no longer available because the product version has moved to Legacy status. It provides 12 months of maintenance for a designated software version.

Customers receive fixes for Critical and Severe product defects that have no workaround. The customer must also have active Long Term Enterprise Support or Premium Project Support for the designated software. Security vulnerabilities are not product defects and are not covered by the Long-Term Maintenance agreement.

For Long Term Maintenance customers, Wind River provides and tests fixes against the latest generally available version of the product at the date of transition to Legacy status.

Long Term Security Shield

Long Term Security Shield provides proactive monitoring and notification of security vulnerabilities for 12 months covering the designated software version. This package includes unlimited fixes of high- and medium-priority security vulnerabilities. Patches are created for and validated against the latest generally available version of the product at the date of transition to Legacy status.

The customer must have active Long Term Enterprise Support or Premium Project Support for the designated software.

Custom and on-site Offerings

If you have specific support needs not addressed by any of our standard programs, Wind River can arrange customized support services tailored to your needs.

On-site Support and Mentoring are available for customers who need on-site assistance from an expert to resolve issues quickly or provide mentoring assistance.

Scope of Support

Wind River Customer Support helps our customers understand Wind River product features and functionality, and helps identify product defects or documentation errors so they may be corrected.

Customer Support provides support for reference platforms only. A reference platform is the unmodified product source, as supplied by Wind River, or a partner BSP validated by Wind River, except when modified as needed to build and run your system. It uses the product on a supported host system; supported host systems are defined in the product documentation. A reference platform uses the product on a supported target; supported targets are defined in the product documentation.

A list of validated BSPs can be found on the Wind River Marketplace page.

If you are using a non-reference platform or a modified product, Customer Support will still assist you as much as possible. We will try to recreate your issue on the closest reference platform, and then we will know whether the problem exists in the unmodified product source. We will create a software problem report and proceed through our standard resolution process. For help with problems on non-reference platforms, or for help that is specific to your application, special support arrangements may be the appropriate avenue for support.

Wind River offers troubleshooting support for issues that arise relating to BSPs developed and distributed by third parties and independently tested by Wind River for interoperability with Wind River software (Validated BSPs). Wind River will work to identify the source of the issue, and if it is found to be a Wind River software product error, then Wind River will proceed with our standard resolution process. Defects attributable to the validated BSP will be referred to the appropriate developing third party.

To receive technical assistance, you must be on a currently supported version of a Wind River product that includes the latest update for the version you are using. For more details on the supported version/update requirements, please review your Software Support and Maintenance Agreement terms.

Access

To use the Wind River Support Network, you need a valid license number. If you chose physical delivery of media, your license number can be found in the Installation Keys sheet or packing slip that accompanies your original product packaging.

If you chose electronic software delivery, your license number can be found in the email containing your order details and activation and installation information. If you do not have access to the product packaging or the activation/installation email, check with the person in your organization responsible for installing Wind River products. For more information see License Help.

If you use more than one Wind River license number, you may attach multiple license numbers to your Wind River Support Network account. If you cannot locate your product license number, contact your account manager or email license@windriver.com during regular business hours.

Once you have your product license number, you may gain access to the Wind River Support Network by registering on the site. Your user ID will be your email address. After registration, you will receive an email with a confirmation link and a temporary password. You must click the confirmation link to achieve full entitlement; we recommend changing your password after your first login.

When using the Wind River Support Network, it is helpful to refer to your installation log file (typically setup.log in the installation directory) to determine which products and versions are currently installed.

Getting Assistance from the Customer Support Organization

If you have a valid Enterprise, Premium Project, or Custom Support agreement, Wind River provides person-to-person support through our customer support organization. When you contact Wind River Customer Support, a Service Request (case) is opened to track your issue or request.

The best way to log a case is online via the Service Request Tool. If you are unable to log the case online, you may contact us via telephone. Contact information for the support organization can be found on the Wind River Customer Support site.

To open a new case, you will need to provide:

• Case information
• Description of the issue
• Product information
• Architectures and BSP details
• Export information (where applicable)
• System information

Cases are assigned to the most appropriate customer support engineer based on your location and the expertise required. The timeframe for a first technical response is based on the severity of the issue reported. “Response” means a meaningful technical exchange that provides answers, asks clarifying questions or gives an update on our investigation.

If the request is not resolved with the first response, status updates are provided to keep you informed. Response and resolution targets can be found in the Support and Maintenance Supplemental Terms and Conditions.

If you purchased products directly from Wind River, Wind River Customer Support is your primary provider. If you bought through a Wind River distributor, you will obtain support from your distributor.

Installation Keys

Support is available for installation key issues for all customers. For key issues, use the email address license@windriver.com.

Installation procedures sometimes require administrator, root or super-user permissions. You may want to have your system administrator available when you contact Wind River Customer Support for installation issues.

Contact Information

Wind River
500 Wind River Way
Alameda, CA 94501-1153

Toll-free (U.S.): 800-545-WIND
Tel.: 510-748-4100
Fax: 510-749-2010

For additional information on how to contact Wind River, visit www.windriver.com/company/contact.

Service Requests

If your support agreement so entitles, when you contact Customer Support a Service Request (case) is opened to track your issue. To ensure the fastest possible service, refer to your case number when contacting Customer Support about an existing issue.

When a problem is recreated and found to be a defect or enhancement in a Wind River product, a defect or enhancement record is created and linked to your case.

In all subsequent written and verbal correspondence on a particular issue, indicate the case or defect/enhancement number, or your license number if no case or defect number has been assigned.

Defects and Enhancement Requests

If your case is associated with a defect or an enhancement in any Wind River product, it is linked to another record known as a Defect or Enhancement Request. The support Engineer works with Development Engineering to resolve defects and enhancement requests in accordance with guidelines summarized on our support website.

These guidelines describe the priority levels that a defect or enhancement can be given. By understanding the description of each priority level, you can help determine how a defect or enhancement is prioritized. The default priority level is Standard B-3. You can also determine what the problem relief is for your defect or enhancement.

Customer Support determines whether there is an existing defect or enhancement for your issue. If you are reporting a new problem, the support engineer works closely with you to document the problem, establish the defect’s or enhancement’s priority, identify a test case, and develop a precise technical description of the problem. You can use the Wind River Support Network to review online information about known defects.

Special Support Arrangements

There may be times when you require assistance beyond what is provided under your support and maintenance agreement. In these cases, contact your local account manager to discuss special support arrangements.

Examples of needs that may require special arrangements include:

• Assistance in designing, writing and debugging applications
• Customizing or modifying Wind River products
• Porting BSPs or new architectures
• Modifying or creating device drivers
• Design-level information about product internals
• Porting defect fixes and new functionality into previous product releases
• Integrating products (other than those provided with integrated platforms)
• Providing person-to-person support when the customer only has e-Support

Wind River will engage the appropriate resources to help resolve your problem. Based on your requirements and the type of resources required, an extra fee may apply.

Enterprise Support Service Level Agreements

Severity	Response	Resolution Target*	Solution (One or More)
Critical	Initial response within four business hours	Ongoing assistance until solution reached	Satisfactory answer to question is provided Satisfactory work-around is provided Answer, fix, or work-around is incorporated into knowledge base Fix is incorporated into future release
Severe	Initial response within one business day	Ongoing assistance until solution reached
Standard	Initial response by end of next business day	14 days
Low	Initial response within two business days	No target

*Measurement of the resolution time begins when the issue is reproduced at Wind River on the reference environment. The resolution target for defect fixes is typically the next RCPL or Release Update (Service Pack). Upon request for urgent issues, Wind River will provide fixes on a mutually agreed timeline.

Premium Project Support Service Level Agreements

Severity	Response	Resolution Target*	Resolution Plan	Solution (One or More)
Critical	Initial response within one business hour	5 days	Ongoing assistance until solution reached; daily update	Satisfactory answer to question is provided Satisfactory work-around is provided Answer, fix, or work-around is incorporated into knowledge base Fix is incorporated into future release
Severe	Initial response within four business hours	7 days	Ongoing assistance until solution reached; update every other day
Standard	Initial response within four business hours	10 days	Weekly update
Low	Initial response within four business hours	No target	No immediate action taken; work when time permits; biweekly update

*Measurement of the resolution time begins when the issue is reproduced at Wind River on the reference environment. The resolution target for defect fixes is typically the next RCPL or Release Update (Service Pack). Upon request for urgent issues, Wind River will provide fixes on a mutually agreed timeline.

Severity Definitions

Severity	Description
Critical	Data loss or corruption Loss of operations Failure of customer devices that are in commercial operation with end customers “Work stop” situation for customer or end customer Grave impact to business operations Incorrect code generated with no warning or error message
Severe (Major)	Loss of major functionality in product Work is severely impacted but can continue Incorrect code is generated but a warning or error message is generated Product or customer device crashes but product or device may be restarted Business operations continue but are significantly impacted
Standard (Minor)	A Standard issue involves one or more of the following conditions: Problem encountered, but systems are operational and development continues Product or customer device issues are error message, but product or device may be restarted Generated code is correct but not ideal (optimization not done) Business operations continue with minimal impact Significant error in documentation or feature documentation missing May have reasonable workaround available
Low (Cosmetic)	Cosmetic defect with minimal or no direct functional impact Error does not affect current operations Typographical or formatting issue UI layout inconsistency No workaround required No effect on data integrity

*Severity levels define the business impact of an issue and determine the response and resolution targets under the applicable SLA program.