Availability

The first year of standard Support and Maintenance Service is included with the purchase of the commercial license, and is not available as a separate purchase. Subsequent years of Support and Maintenance Service may be purchased, and need to be contiguous.

The standard Support and Maintenance contract is per license holder. The services included are provided for each license holder.

Included Services

Access to maintenance releases 

Trolltech releases new maintenance versions of their products regularly, usually every two months. Those releases are available for free for customers with an active support and maintenance contract.

The main focus for maintenance releases is stability. Typically, the following types of changes will occur for the next maintenance release (x.y.z+1):

• Fix bugs caused by changes to previously working code.
• Fix build issues on supported platforms.
• Fix defects specific to a single platform that are not present on other platforms.
• Fix critical defects, including (but not limited to): crashes, data corruption, loss of data, race conditions.
• Update documentation and license information when deemed necessary.

Non-critical fixes that do not meet the above requirements will be reserved for later product versions, as the risk of destabilizing is greater than the benefit.

Access to new product versions 

Trolltech releases new versions of their products regularly, usually four times a year. Those releases are available for free for customers with an active support and maintenance contract.

Access to daily snapshots 

Trolltech makes daily snapshots of the current code base of selected products available to customers. Snapshot versions are not supported, but provide quick turnaround times for bug reports.

Access to pre-release software 

Trolltech customers have access to all preview- and beta-versions released. Pre-release product versions are not supported, but give an early opportunity to evaluate new technologies.

Online access to discussion forums 

Customers can read and subscribe to newsgroups, mailing lists and online forums hosted by Trolltech at no charge.

Online access to the knowledge base, FAQ etc. 

Customers can access FAQ items and information in the knowledge base for free.

Online Task Tracking 

Customers have personalized access to the Online Task Tracking system.

Assistance with product installation 

Trolltech Support will assist customers with the installation of Trolltech products on supported platforms.

Assistance with product usage 

Trolltech Support will assist customers with general advice and guidance on the use of Trolltech's APIs, functions, methods and programming techniques to the extent of providing examples wherever possible.

In case of defects, Trolltech will make reasonable efforts to solve bugs in released products, and provide workarounds if possible.

Support Channel 

Support requests, bug reports and feature requests can be submitted by e-mail only; there is no phone support.

To ensure a prompt response the licensed developer should send an English plain-text e-mail from the mail account registered for his license ID providing the following:

• a clear, detailed description of the problem/question/suggestion
• which supported and released version of the product is affected
• what is the operating environment (OS, hardware platform, build tools etc.)
• if applicable a complete and compilable test case of not more than 500 lines of code that demonstrates the problem

Additional relevant content (ie. screenshots) should be included as attachments to the mail. Image formats preferred are JPEG and PNG; compressed content should be included in zip or tar.gz archives. We regret to inform you that we are unable to accept support issue information in potentially harmful executable file formats such as Microsoft Office.

The licensed developer needs to respond to requests from Trolltech Support to guarantee a prompt handling and if possible, a solution to the issue.

Expected maximum response time 

A first personal answer from the support engineer assigned to the request can be expected within the specified timeframe (business days as listed). Usually a first answer will be provided in a significantly shorter time.

Subscription to Qt Quarterly 

The developer letter "Qt Quarterly" with many tips, how-to's and technical articles is delivered to customers with an active support contract four times a year.