SolidSense Support Overview

The documentation for SolidSense software is not maintained by SolidRun and the information herein is not actual with the latest version of the software, please contact our partner SolidSense Connect who is now developing the SolidSense software.
Here is the Solidsense-Connect WiKi documentation page.

How to contact support

If you need support for your SolidSense device please fill our our contact form here. Make sure you mark the “SolidSense” in the “Produce line” drop down menu so that your inquiry will be channeled through to the appropriate support engineers and avoid delays.

Alternatively, you can use the direct email address : solidsense-support@solid-run.com

Please note

Once your ticket has been submitted, our support team will contact you within 2 business days.

Free support

A lot of investment is going into documenting and maintaining the SolidSense public and open knowledge base support center.
The published articles and information regarding SolidSense product line could be found at SolidSense Software .
Most of the questions could be quickly addressed by reviewing our knowledge base which is being updated on a weekly basis with new information and more articles. If you still have questions regarding one of the topics please feel free to contact us for clarifications and advice and we will answer on a best effort basis.

Options for paid support

To support customers during the development and integration/validation phase, as well as during the production phase, SolidRun is proposing an adapted set of services. These services are provided for the SolidSense IoT platform, for customers who opt for OEM versions and require additional support, see the section for specific support.

SolidSense IoT Firmware Support & Maintenance During Production

SolidRun is committed to provide the full support on the software running on the gateway and is therefore proposing hardware and software support and warranty services including the following:

The warranty that the hardware and software is performing according to the specifications
Remote support by phone and email for normal working hours
Bug corrections with the following SLA:

a. Blocking (no operation possible, no workaround possible): response in 24h, correction or workaround in 5 working days.
b. Critical (degradation of service with limited features available): response in 48h, correction or workaround in 8 working days
c. Minor (some non-critical features unavailable): response in 5 working days, correction in 1 month
d. Improvement: to be discussed and planned between the Customer and SolidRun

4. Regular releases of the system for bug corrections and agreed improvement

5. Regular meetings to review SW performance

Scope of supported software: Operating system and network functions Device management functions Wirepas interface and gateway Modem and GPS functions MQTT client for Bluetooth and modem-GPS

Remote device management

The SolidSense IoT platform includes 2 remote management features:

Remote presence control and configuration via Eclipse Kura and Kapua
Software management via Mender.io

To help the customers during the early phase of their project, SolidRun is proposing a hosted service for the device management features on a best effort basis.

Support Service & Specific Development

When required by the Customer, SolidRun can perform some specific software development on top of the SolidSense software platform.

Software services include:

Specification analysis and issuance of a Scope of Work and architecture document
Software development under SolidRun responsibility
Program management. SolidRun will appoint a program manager that will be the counterpart of the customer project/program leader and will assist to regular meetings and prepare all reports from SolidRun standpoint.
Support to integration testing and validation in the Customer system
Source code and documentation

Please note

As SolidRun is actively promoting open source, modifications in existing software will be proposed to be pushed upstream to limit the long-term maintenance load.
A specific commercial proposal shall be agreed upon – based on the Scope of Work.

Device Management Cloud Support

SolidRun is providing the support for both installation and operation with the same SLA as for the gateway firmware. Installation support is included with the service contract for installation on any publicly accessible cloud provider. Installation in specific customer environment will require a specific service agreement to be discussed and agreed between SolidRun and the Customer.

Contact us

If you are interested in paid support services please contact us using the form here.

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