Support
Before
contacting Willert with a support question, please make sure you have
read the relevant sections for your question from this documentation.
You can use the
Alphabetical Index to locate the question related sections of this documentation.
Also, make sure you have read the
Readme.txt file which came with your framework.
On the Web there are also different resources that might help you to find a quick answer to your question:
Contacting Willert Software Tools' Support Team
Willert
Software tools handles support questions following a defined process to
prioritize support questions and answer as soon as possible.
Please contact us, following these guidelines:
- send all your support questions via email to support@willert.de
- preferably in English
- the subject line should very briefly describe your question
(e.g.
preferably "RXF_CPP_V8.0.1: missing RXF_Config.h" instead of "RXF problem")
- your email must include the following version information:
-
- RXF version: RXF_CPP_V8.0.1
- Rhapsody version, e.g.
Rhapsody in C++ 9.0.1 Build xxxx
- Specify your active configuration: which RTOS and target are selected on the Deployer tab
- Toolchain versions, e.g.
Keil uVision 5.32, Keil MDK-ARM V5.06
- RTOS version, if applicable
- Hardware Configuration Wizard (e.g.
ProcessorExpert, CubeMX) version, if applicable
- Attachments of relevant files, see below.
You will soon receive a confirmation email which includes a unique id for your question in our support ticket system.
Please include the ticket number (e.g.
WST-123) in the subject line of every additional email you send us regarding that topic.
After receiving an answer from our support team, please send your replies to
support@willert.de
again. Following our process, the mail will be handled as soon as
possible by the support team even if the team member you last heard
from is currently unavailable.
Attachments
You should think about attaching one or more of the following files to your support email you send to
support@willert.de, to enable us to quickly find a helpful answer:
- in general
-
- screenshots often help understanding your question.
Please attach screenshots in JPG or PNG format.
- if you experience a problem that might be related to the Deployer:
-
- LastCopiedFiles.log (located beside your destination IDE project) and deploy.options (where Rhapsody generates files).
- if your question is related to your UML model
-
- The UML model
including needed external files, compressed as a ZIP archive. Often
there is no other way to answer your model specific questions than
looking at the model ourselves. If you may not send your model, the
model is too complex to easily describe when it goes wrong or if
special hard- and software is required for reproduction, you should
consider creating a tiny example model that lets you reproduce the same
problem and send the tiny one.