SmartGridwareSmartGridware® Support
Support Overview
The SmartGridware® products are developed and supported by Monfox, the industry leader in Java based communication stacks since 1999. Monfox provides the highest level of customer support in the industry.
Each customer is assigned a support engineer who you can contact directly for any issues, questions or assistance during your development. Our support offering includes our standard product support package as well as a variety of custom support services.
Standard Product Support Package
The standard SmartGridware® product support package includes:
- domain expert for your product
- knows your support history
- assists with your development as needed
- phone
- web portal
- custom code examples
- SCL file validation and development
- conectivity testing support
- assistance for debugging
- certification testing support
- email notification of updates
- covers all minor releases
- rapid turnaround
- for high priority fixes/enhancements
- issue and feature tracking
- software download area
- customer file exchange area
Customer Web Portal
Monfox customers have access to the following features through the use of the Monfox Customer Web Portal:
- Submit new defect reports and feature requests
- Search database for existing issues
- Track status of outstanding issues
- Access new updates
- Access to older versions
- Exchange files with Monfox Support
- Private customer file area
Custom Support Services
In addition to the standard support package, Monfox also offers additional support services including:
- customer specific branch in version control
- customer driven source updates
- maintenance of customer branch
- custom enhancements/modifications
- customer specific releases
- for major enhancement requests
- ongoing maintenance of custom code
