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 as out of scope.
If you are a supported customer, we support you on issues and questions related to:
Compilation problems related to WorldWind.NET proxy types;
Integration of proxy types into your application;
Best practices related to proxy types;
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:
Proxy type coding assistance for your customers;
Debugging of applications that incorporate JNI code from non-WorldWind.NET sources;
WorldWind specifics like configuration or firewall requirements, how to use specific WorldWind Java types, etc.
We will answer proxy type usage questions coming from the licensed developer(s). Our philosophy is that we support the WorldWind.NET-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.
We are not WorldWind specialists! We are WorldWind .NET integration specialists. It is your job to figure out how to code to the WorldWind Java APIs.
I think you get the idea: we stand behind our product but if you're trying to get WorldWind.NET 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.