Professional Services

Wind River Premium Project Support

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Wind River ® Premium Project Support provides our highest level of support, efficiently resolving technical challenges that your project may encounter. We focus on minimizing the time-to-resolution of any of your issues. We learn your environment and project require- ments and assign a designated team to accelerate resolution on critical support issues. Premium Project Support offers the following enhancements beyond our award-winning standard support: • Designated team of senior-level support engineers: Averaging more than 10 years of experience each with embed- ded software, the team members are familiar with your project. Your requests are handled efficiently, with no need for you to repeat the context of the issue or work through multiple levels of support — ensuring that your engineers interact promptly at a deep technical level. • Premium Project Manager: Your support manager knows your project's goals, technical environment, and business needs, and coordinates activity across Wind River on your behalf. • Biweekly conference calls with your Premium Project Manager: We offer biweekly calls to review the status of open support requests. Support engineers can participate in these calls as needed. • Enhanced service-level agreements: Critical technical support requests receive a response within one business hour. BENEFITS Project Support Wind River Premium Increase Productivity • Faster time-to-resolution means your engineers spend less time isolating defects and can resume design work faster. • Your designated support team has the right background for your project and knows your project's configuration, goals, and timelines. Your team wastes no time describ- ing issues to intermediate support analysts. • Your Wind River advocate can coordinate resolution for complex issues across technolo gies and across partners. Reduce Risk • Your Premium Project Manager understands your proj- ect environment and history and offers the most appro- priate assistance quickly. • Regular status updates on technical resolutions or relevant product updates, all managed by your Premium Project Manager, allow you to proactively monitor issues. • You achieve the best solution for your project's specific needs, with confidence that technologies are being applied optimally. 1

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