Renewed Qt Support Services

June 7, 2017 Kimmo Leppälä

The Qt Company support team works hand-in-hand with Qt R&D developers and we are 100% committed to ensuring that you succeed with your project.

We have recently launched new support services and in this blog post I would like to introduce you to the new offering and in addition give you an introduction to the Qt Support team. The new support offering has been modified and we have launched two different levels of support, which have been named ‘Standard’ and ‘Premium’ Support. In addition to our standard offering, all 5.x releases can be extended with Extended Support.

The Team

We have a team of experienced software engineers working in Qt Support. All of us have a long background in software development and with Qt. Currently we are working from three different locations, Oulu, Oslo and Santa Clara and we are considering expanding our locations to Tokyo, Berlin and Boston during this year.
With new locations covering multiple time zones, we will be able to give even quicker responses to our Asian and US based customers.
The Qt Support team is part of Qt R&D and we work closely with the development teams. Being closely connected with where the development happens means that we are always up to date with the latest new features and we know the best practices on how to leverage these new features. For you as a Qt user, it also means that if you have an issue, we know who to contact and we can solve your challenges quickly.

Standard and Premium Support

Earlier we had three different support levels, but now we have reduced those to two and changed the names of two levels moving forwards. The previously known Silver Support will now be called ‘Standard Support’. The SLA terms are still the same as earlier with Silver Support. The new Support plan name, Standard Support, will be visible to you in your Qt Account.
Gold support has been renamed to Premium Support. Current Gold support customers will continue to get their service under the old Gold Support SLA.
The entry level support, Bronze Support has been phased out.

All Qt customers with an active license (except for start-up licensees) are entitled to Qt Support. Standard Support is bundled with all new Qt licenses. It comes with a two business day response time guaranteed and provides you priority to the customer reported Qt errors.
If a more personal and quicker support service is required, the Premium Support is the way to go. With Premium Support, we offer a dedicated support person and the possibility to utilize online chat through remote desktop connection. With Premium Support, our target is to respond within the same workday as the issue is reported. Also, reported bugs and other issues are treated with even higher priority than with Standard Support. With Premium Support, we also analyze the complete customer application code base and debug that instead of requiring a minimal test application where the issue is reproduced.

Support Level Details
Standard Support Premium Support
Support on Qt APIs, functions, methods and programming techniques Yes Yes
Guaranteed response time Within 48 business hours Within 24 business hours
Bug fix prioritization* Priority High Priority
Support on using Qt for your specific project Yes
Dedicated Qt Support contact Yes
Instant messaging with dedicated support contact Yes

*Within reasonable efforts, not every bug is fixable as part of Qt Support

Extended Support

Qt 5.4 and later releases are currently supported by default. If support is required for older and unsupported Qt 5.x releases the support can be separately purchased as Extended Support. This will allow the customer to ask questions and report issues occurring on these older Qt versions – in the same way as if the phased out Qt version was still officially supported.
By default, releases from Qt 5.6 and onward are supported for one year and LTS releases are supported for three years starting from the 5.x.0 release.

Support periods for Qt 5.x releases
Qt Version Standard Support Until Extended Support Available
5.0.x – 5.3.x Support already ended. Yes
5.4.x 01.07.2017 Yes
5.5.x 16.03.2018 Yes
5.6.x (LTS) 16.03.2019 Yes
5.7.x 16.06.2017 Yes
5.8.x 23.01.2018 Yes
5.9.x (LTS) 31.05.2020 Yes

More information regarding the different support levels can be found on the Qt Support pages.
Both Extended Support and Premium Support upgrades are targeted for complete development teams.

The Help We Provide

In most cases, Support provides a fix or a workaround for the reported issue. The remaining issues are then followed up by our development teams. Qt Support flags these bugs as being originating from commercial customer and thus gets higher priority when R&D prioritizes bugs to be fixed. Therefore, it is important that all the bugs that the commercial Qt customers encounter are also reported to the Qt Support team.

Even though helping customers tackle Qt bugs is a prominent function of the support team, we also do a lot more. Most questions sent to Support are actually not related to bugs, but rather related to finding optimal coding solutions for the problems customers are facing in their code. We have also been compiling a Qt Support FAQ page, which deals with the most common issues. The Qt Support FAQ is accessible through your Qt Account.

We have been measuring Qt support customer satisfaction for many years now and we have always had a high rating. 9/10 customers have been satisfied or very satisfied with our service. Our main target is to keep our customers happy and productive with Qt. The future of our framework relies on successful projects and therefore we put a lot of effort into providing the best support possible.

You can find more information about Qt Support on the support pages or via Qt Account and we are also more than happy to provide you with a quote. Please do contact us if you have any questions regarding our offering.

The post Renewed Qt Support Services appeared first on Qt Blog.

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