LinRT HelpDesk Support

With LinRT BSP subscriptions, our customers have got an access to the LinRT HelpDesk Support service, via a LinRT HelpDesk web server user account, for the duration of the one-year tacitly renewable.
Each subscription will enable access to a dashboard dedicated to the client developer(s) on the LinRT HelpDesk web platform, in order to file a ticket and attach additional files to it, to communicate with the agent in charge of the processing and follow him/her in real time with email notification.

HelpDesk Packs

Basic HelpDesk Support

LinRT Basic HelpDesk Support ticket management, limited to 6 tickets and a maximum of 4 cumulative hours of processing time per year, accessible to 1 client developer, with the possibility of having only 1 open ticket simultaneously,
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Standard HelpDesk Support

LinRT Standard HelpDesk Support ticket management, limited to 10 tickets and a maximum of 15 cumulative hours of processing time for the first year, then reduced to 6 tickets and 10 hours for renewals, accessible to 1 client developer, with the possibility of having only 1 open ticket simultaneously,
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Premium HelpDesk Support

LinRT Premium HelpDesk Support ticket management, limited to 15 tickets and a maximum of 30 cumulative hours of processing time for the first year, then reduced to 10 tickets and 20 hours for renewals, accessible to 3 client developers, with the possibility of having up to 3 open tickets simultaneously,
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Subscription Cost

Subscription Activation

The initial cost and activation fees of the annual subscription giving access to the LinRT BSP Yocto layers sources” for building the LinRT Linux image and associated Software Development Kit, and the services of the LinRT HelpDesk Support for platform Phytec specific platform and his is associated SOM, started from US $3,000 up to US $17,000, depending on the level of support and the version of BSP, taxes included.

Subscription Renewal

The cost of the annual renewal at maturity will be 50% of the subscription activation, according to the current tariff conditions, within a guaranteed limit of increase, capped at +10% per year (at constant US$), in relation to the initial cost of subscription activation contracted by the customer.
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Subscription Upgrade

Upgrading to the higher subscription level of LinRT HelpDesk support will be possible for 1/3 of the cost of the subscription and for the remaining quarters remaining on the current subscription, and entitling the subscriber to support tickets and hours on a pro rata basis for the remaining quarters.

 

HelpDesk Guarantee

SLA Policy

The SLA policy for LinRT HelpDesk support specifies that in the absence of a response from an agent to an open ticket for more than 48 office hours, it will be fully re-credited.
The SLA policy for LinRT HelpDesk support allows the customer to define 3 priority levels for a ticket.
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Continuity

LinRT HelpDesk Support schedule: weekdays from Monday to Friday, 8.30 AM – 4.30 PM time zone USA East Coast / New York, excluding public holidays and annual closures of 1 week at year-end and 2 weeks in summer beginning of August, during which lead-times for ticket processing cannot be fully guaranteed.
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Extra Fees

When the LinRT HelpDesk support for the current subscription has been consumed, it will be possible to subscribe to an additional Flex-Agent subscription, either pre-paid in order to re-credit the package, or by monthly payments.
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Help-Desk