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Who is the Development Support program right for? |
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Software Development support is intended for those development partners who want privacy, one-to-one engineering assistance, a guaranteed response time, as well as a long-term, contractual, support based relationship. |
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What types of development support are Available? |
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There are four levels of development support you can choose from. Levels II - IV include an assigned Account Manager as well as development support engineering hours.
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Level I — Privacy, email only, guaranteed response time & 50 Hours of development support |
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Level II — Dedicated Technical Account Manager, enhanced support, guaranteed response time & 250 hours of development support |
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Level III — Dedicated Technical Account Manager, complete account management services, customized builds, guaranteed response time and 500 hours of development support |
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Level IV — The most complete level of support, Technical Account Manager, access to all support & account management services, quickest guaranteed response time and 1000 hours of development support |
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Can I use my development support hours for actual software development? |
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No, this program is intended to assist those Development Partners who require assistance with the Helix code base or the code you are writing which utilizes the Helix code but not for actual programming. |
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What if I want to pay for actual development work, who can assist me? |
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There are several different ways you can go about contracting for actual programming services; RealNetworks' Professional Services offers turnkey, end-to-end solutions and there are many third party Helix Development partners who offer the same kinds of services. For more information on consulting companies please visit the support and consulting page of the Helix Community. |
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What Helix or RealNetworks products are supported? |
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Only Helix DNA technology, Helix DNA source code, Helix Software Development Kits and/or other code that is currently available for licensing on www.helixcommunity.org are supported. |
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Do I get a Technical Account Manager assigned to me if I purchase Software Development Support Level I? |
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No, a TAM is only assigned to you if you purchase Software Development Support Levels II - IV. |
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Is Development Support available worldwide? |
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Yes, Development Support is available worldwide. However, support is only offered from 9am to 5pm PST. If you are interested in Development Support and have questions about availability, please email developmentsupport@real.com |
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What happens to my residual Development Support Allocated Time at contract expiration? |
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There is no carry-forward of Development Support Allocated Time into a renewal year. |
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How do you ensure privacy? |
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We ensure privacy through the private mailing lists in the Helix Community. Once you sign a support agreement a private project with private mailing lists are created. These mailing lists are used for private collaboration with the Helix Development Support team and accessible only to you and the support team. |
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How do you go about purchasing Development Support services? |
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You begin by downloading the RealNetworks Software Development Support Agreement appropriate for your needs. Once you have singed and faxed back the agreement you will be contacted by a representative of the Helix Development Support team who will discuss with you payment methods and terms. Once payment has been received you can begin taking advantage of your Development Support services. |
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Is Development Support only available in English? |
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No, we now offer local Japanese language support out of Tokyo office. For more information please send an inquiry to developmentsupport@real.com. |
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| Q. |
Where do I download the RealNetworks Software Development Support Agreements from? |
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The agreements can be found linked to the level descriptions on the Development Support page. |
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