Support policy

Introduction

Dolphin Integration are concerned to provide an extended support to their users to build a trustful relationship, and to help to the integration success.

All terms and conditions are detailed in the General Sales Terms and Conditions and in the License agreements. The following description provides an overview of the consistent support offered by Dolphin Integration.

TRY AND COMPARE

Benchmarking fast and objectively a silicon IP may be a difficult task for Silicon IP users. SoC designers are invited to take advantage of the structured “Try and Compare” evaluation process for comparing objectively and swiftly the performances of Silicon IP products. Objectiveness of evaluations is ensured through the use of public benchmarks (e.g. Motu Uta which has been released by Dolphin) and thorough comparative matrices. Dolphin is committed to provide reference results for its Silicon IP products with explicit benchmarking conditions which enable a fair appreciation of the added-value.

SWIFT ACCEPTANCE FOR A SMOOTH INTEGRATION OF SILICON IP

Helping Silicon IP users through their integration process is a key success factor toward a safe and quick integration. A step-by-step review (i.e. acceptance milestones) of the Virtual Component deliverables is provided to ensure its proper use throughout the design-in process at no risk of causing waste of Integrator’s work.

VIC ENGINEERING SUPPORT

Based on an all too common experience, user guides or technical manuals are known not to be possibly exhaustive. The user will be confronted to situations that are not described, as it is impossible to specify all cases that can be encountered.
Dolphin Integration’s users can choose as an option the “Licensor’s Engineering Support”. It enables the user to benefit from the support of experts as well as skilled and experienced engineers for helping in real time and for answering all questions. Our Support practice guarantees, for a contractual duration, a question-response cycle within one working day.

HOT EMAILS

Based on an all too common experience, users will be confronted to situations that are not described, as it is impossible to specify all cases that can be encountered. Users are invited to document in writing any situation where they believe some bug or failure may cause harm, or where they encounter some difficulty. Suggestions for feature improvements are welcome and encouraged. Our Hot-Email practice guarantees, for a contractual duration, a question-response cycle within two working days. It serves well to lift any doubt as to possible courses of action.

TRUST COMMITMENT

The major benefit of the Trust Commitment is to ensure our users the availability of resources for diagnosing professionally any problem without considering whether the problem is proven to come from us or not. Such an insurance of support when a SoC is back from fabrication is usually perceived as critical by our users as they expect a quick but professional support for debugging problems whenever a malfunctioning is identified.

ASAP RELEASES FOR EDA SOLUTIONS

If ever a bug is actually uncovered by a user in a current product with a need for a by-pass requiring an intermediate release, an ASAP release or a workaround can be delivered with our apologies and thanks… in lieu of maintenance fees for patches! Also the fix is usually made available for other customers if relevant.

FIELD APPLICATION ENGINEERS / TRANSFER OF KNOW-HOW

In the international Silicon IP village, customers usually claim for ViC engineering support at their door. The question now for IP providers is how to face the increasing ViC complexity and variety, and then the constant effort of training FAEs, with delocalized support?
Dolphin’s FAEs, when close to ViC designers, are best positioned to guide customers through their integration process on SoC and on PCB. Users then decrease their Time-To-Fab thanks to a direct access to the state-of-the-art technologies.