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Reply to: Customer expects some initial response from XMetaL experts at JustSystemNovember 27, 2008 at 1:17 am
We don't have an official policy for answering postings here. The main thing we hope to accomplish by hosting this forum is to provide a location for users of XMetaL products to discuss issues and share ideas. Many JustSystems employees are members of this forum but I would not want to say they have any official obligations to provide answers here. This includes members of the XMetaL Support team whose primary focus must be to continue to support clients that submit cases via the normal support channels.
That having been said, everyone at JustSystems is very interested in seeing the forum succeed and whenever we have good information to share, and time to share it, we will be posting here.
If you see no responses from employees of JustSystems then you can probably assume nobody has an answer for your problem, or that people have not had time to answer. We encourage all forum members to respond to postings. We think many XMetaL users would like to use the forums as an opportunity to network with each other and to develop a sense of community. There are lots of members on this forum that have many years of experience with the XMetaL product line.
If you do need an immediate response to a problem please log a case through the JustSystems regular support channels. Keep in mind that XMetaL Support is not mandated to provide scripts, specific solutions, help debug customizations, etc. They try to provide workarounds to bugs in out-of-the-box features and where no workaround is possible they file bug reports with the development team, to be addressed in a future release. They also take feature requests for possible inclusion in future releases, try to answer questions when documentation is ambiguous, and may suggest various ways of accomplishing certain tasks.
The forum is also a place for the XMetaL Support team to post answers to questions asked through the regular support channels (after first having helped the particular client directly). We expect other JustSystems employees that have useful information to be sharing it as well. For some examples see the XMetaL Tips and Tricks board.
If you need a specific solution to a problem that requires customization work JustSystems has a professional services team that can be hired on a contractual basis. Your XMetaL sales contact can walk you through that process (contracts, statements of work, price quotes, etc).