EMAC Support Services
EMAC has multiple levels of support: from general support included with every purchase to detailed support covered on a contractual basis. If an issue arises with your EMAC product our support services will be able to help you.
Standard Support
Support is handled primarily through an email/ticket system, but phone support is also available. EMAC will provide support for general issues such as:
- Hardware problems
- Software implementation
- EMAC specific software
- Correct/Proper operation
EMAC tests and evaluates all products prior to shipping to ensure proper operation. However, if a product exhibits a manufacturing defect, EMAC will repair or replace (with the same or equivalent model) the product at no charge to the customer if the product is still under the limited warranty (see the RMA policy). If the warranty has expired or the product was damaged then the product may be able to be repaired by EMAC at the expense of the customer.
General support does not cover problems unrelated to EMAC products and their correct/proper operation, such as knowledge issues with Linux and non-EMAC specific software (e.g. Eclipse IDE, QT creator), etc. These type of questions can usually be answered by consulting the Linux Man pages or the documentation that accompanies a particular piece of software. Issues not covered by general support are usually covered by purchasing a Support Contract.
Also not covered are changes made to EMAC's Linux distribution, such as adding a package to the build. However, if the customer has EMAC add the package to the build then EMAC will provide support for that package's installation and proper operation. Again though, knowledge issues with regard to how to use the package are not covered.
Customers that are relatively new to Linux may want to invest in the EMAC Linux Development Computer (LDC). This computer comes with everything you will need to develop and debug applications for your EMAC board when using Linux. For more information, please see: LDC Page.
 | NOTE: EMAC is not responsible for bugs/issues with customer use of Open Source software that is inherent in the software in general and not specific to the BSP. |
Contractual Support
EMAC can provide customers with enhanced technical support on a contractual basis. Support requests can be submitted either by email/ticket or by phone. Email/ticket support takes slightly longer but costs less. Phone support provides the fastest response but at a higher cost. A combination of the two support types may be used at their respective prices.
For pricing on Support Contracts, please contact EMAC directly.
Custom Builds
EMAC can configure all manner of custom Linux software packages. If you require any additional software packages, custom kernel development or any application development support not provided in the standard build, contact the sales department directlyfor a quote. Once a custom build has been made to your requirements, the build will be given a custom part number and kept on an EMAC server. Future purchases of that part number are guaranteed to be identical to the original.
Required Information
When contacting EMAC support, some information about the hardware and software will be required. The following information should be gathered:
- Product Name
- Bootstrap Version
- Bootloader Version
- Kernel Version
- Filesystem Name
- OE Version
- Serial Number
All of this information can be found using the oe_info.sh script. This script can be accessed from the command line as shown in the following example of an IPac-9x25.
root@ipac9x25:~# oe_info.sh '####################################################'
'####################################################'
Gathering build information...
Product: ipac9x25
Bootstrap: AT91Bootstrap 3.5.3
Bootloader: U-Boot 20standard
Kernel: 3.10.0-emac-standard
Filesystem: Standard image
OE Version: 5.0.0
Serial Number: R078000001
'###################################################'
'###################################################'
See Also
