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The Helix Development Support Group provides one-to-one engineering assistance to all Helix developers or companies who have licensed the Helix DNA technology and who have purchased Development Support services. Engineering assistance means that the Helix Development Support Group will answer questions about the Helix DNA source code, Helix Software Development Kits (SDKs), and/or other code that is currently available for licensing from the Helix Community.
The Development Support program is intended for those development partners who require privacy, one-to-one engineering assistance, a guaranteed response time, and a long-term, contractual, support based relationship.
DEVELOPMENT SUPPORT LEVELS
Level I — Basic support that provides access to a private project page on the Helix Community for private one-to-one engineering collaboration with the Helix Development Support team, a guaranteed response time of three business days and up to fifty hours of Development Support.
Level II — Enhanced support with a dedicated Technical Account Manager to manage, coordinate and resolve your support requests, basic account management services such as project kick-off sessions, status meeting’s and reports, escalation management, accelerated response time of two business days, and up to two hundred and fifty hours of Development Support.
Level III — Includes a dedicated Technical Account Manager, complete account management services, feature proposal management for partners who want to influence the direction of the Helix technology, customized builds for binaries not available for your platform, a guaranteed response time of two business days, and up to five hundred hours of Development Support.
Level IV — The most complete level of Development Support available, suitable for larger support partners with multiple development projects, provides the best level of support and collaboration available to development support partner, access to all support services offered by the Helix Development Support group, guaranteed response time of one business day, and up to one thousand hours of Development Support.
For more information, please review our detailed side-by-side comparison of the Helix Development Support levels.
To purchase Development Support services, click on the appropriate link above, download, sign and fax back the agreement to 1-206-674-2698. You will then be contacted by a member of the Helix Development Support team.
For quick answers to some of the more common questions try browsing our Frequently Asked Questions, going to the Helix Community or by sending an inquiry to developmentsupport@real.com
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