We pride ourselves on the quality of our tech support. As described in our general support page, we do not offer 24x7 support, but our business hour support is excellent. You never get an answering service. When you talk to us, you talk to someone who is intimately familiar with the design and implementation of the product; someone who understands all involved technologies.
You might have good .NET developers or you might have good Java developers. You probably don't have both in one group. Do not underestimate how hard it can be to maintain and support an integrated Java/.NET solution that you developed yourself. Unless you did it right and you have the proper people in place, many times an integration is abandoned because the developers with the skills to maintain it are exactly the people who should be working on something more business-relevant.
As one customer put it:
"We could not have done it without JuggerNET!"
JuggerNET already supplies much hard-won expertise in the form of the runtime library that handles all interactions between Java and .NET. Codemesh's support personnel provides the backstop for the questions that JuggerNET does not answer out of the box.
We can advise you on best practices for setting up your integration project, potentially saving you many hundreds of developer hours. We can oftentimes quickly solve a problem in one phone call that would take your developer days to figure out. Are we that much smarter than you? No, but we specialize on this area and have probably already seen and solved 90% of the issues that you are likely to run into.
Beyond the general support explanation, we just want to go into a bit more detail on the type of questions for which we provide support and what we regard out of scope.
If you are a supported customer, we support you on issues and questions related to:
Code generator installation and usage;
Integration project setup, including the best way to craft your model file;
Compilation problems of generated proxy types;
Proxy type build using generated build support;
Integration of proxy types into your application;
Bugs and crashes.
Then there are some topics that just go too far and we exclude them from our normal support. That does not mean that we leave you hanging, but we request that you purchase some consulting time from us if you want our help in these areas. Under our standard support agreement the following issues are out-of-scope:
Code generator template customization;
Problems related to hand-crafted model files (unless they are bugs in our code);
Proxy type coding assistance for your customers;
Debugging of applications that incorporate JNI code from non-JuggerNET sources;
Custom build requirements.
We will answer proxy type usage questions coming from the licensed code generator user(s). Our philosophy is that we support the JuggerNET-integration specialists on your team who then support the rest of the coding team. We are not sticklers for the letter of the contract but we will certainly not provide free tech training via support calls for all .NET developers in your department. We can discuss special terms if you desire this level of support or we can discuss paid training sessions for your team.
I think you get the idea: we stand behind our product but if you're trying to get JuggerNET to do something that it normally does not do or if you want us to support dozens of developers or your customers we need some extra compensation before we can agree to help you.