<< Support definition <<

Support, training and consulting belong to our most important services that ensure a fast time-to-market. Especially the 6 or 24 months of included support that belong to our source code products enable a fast development with our products. Anyway, support does not include a CANopen training or a J1939 training nor detailed project specific consulting nor porting to other targets/environments. There we would like to explain the separate services:.

product support/included support

There is included support for our source code products. This support answers questions who to use the product. It includes questions regarding the configuration, initial start-up of the stack on a defined/supported evaluation board/IDE or questions about the API of the stacks.
Support questions are specific questions regarding a product.

Using the example of a CANopen PDO example support questions are e.g. “How can I send a PDO using the stack?”, “How is the application informed about a PDO reception?”, or “How can I change the PDO’s COB-ID at run-time?”
Using the example of a J1939 PGN example support questions are e.g. “How can I send a PNG using the stack?”, “How is the application informed about a PGN reception?”, or “How can I change the PGN’s cycle time at run-time?”

Training

Training is either theoretical training about a specific communication protocol (CANopen, J1939, EnergyBus) or a training on how to use our products. In general these trainings are not related to any specific project and don’t belong to the scope of the included support. The training sessions can be realized remotely or we can also visit you at your office.

Using the example of a CANopen PDO a training would answer the following questions: “What is a PDO?”, “What are the differences between PDOs, SDOs and MPDOs?”, “Who does the PDO mapping work?” or “Which PDO trigger mechanisms are there?”.
Using the example of a J1939 PGN a training would answer the following questions: “What is a PGN?”, “What are SPNs and slots?” or “How are langer PGNs (>8 bytes) are sent?”.

Consulting

Consulting covers questions for specific questions regarding a specific project or a communication protocol. Different solutions with each advantages and disadvantages may be discussed.

Using the example of a CANopen PDO a consulting question would be “How shall I use PDO mapping in my application?” or “Which transmission type shall I use for my application?”
Using the example of a J1939 PNG a consulting question would be “Which PGNs shall I use in my application?” or “How can I receive the RPM from a motor from manufacture XYZ.”