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Does TI offer a paid support group vs. message board?

Don
Intellectual 300 points

Hey all,

We've got a few support subscriptions for other software we use but with all the problems I'm running into with CCS as I'm learning it, I'd like to see about getting a similar resource available for help here.  It can be difficult posting code or projects on here because of all the nondisclosure/confidentiality stuff that goes on but working 1-on-1 with the software OEM support teams we don't mind sending code out for assistance.

Does anyone know if TI has something available like this as well that takes place off the message boards?

  • 0
    TI__Guru**** 163015 points

    Don,

    Yes exchanging code/information via forums is sometimes a challenge.  Typically what we do for that is have as much of the conversation/communication as possible in a forum thread and then when it comes time to exchange information it is possible to have a private thread (still within the E2E) with just you and the person working on your issue.  That way you don't have to worry about your code being present in the public forum.

    I would highly recommend checking out our training site.  http://processors.wiki.ti.com/index.php/Category:CCS_Training  It has a lot of material there including some Fundamentals workshops that really help with getting familiar with the CCS environment.

    Regards,

    John

  • 0 in reply to JohnS
    Intellectual 300 points

    Thanks John,

    One of the problems we ran into with using the message board on one issue was that the TI employee was requesting we turn off our antivirus/firewall and see if that helped, but wouldn't progress down the troubleshooting tree any further until we tried.  Our IT dept was unwilling to do that, with only one exception - if the TI employee, myself, and IT could conference call and discuss the why's/etc. I suppose they had a few questions.

    After I asked about that, the troubleshooting thread went silent :(

    Is there a method of getting similar technical support via phone for situations like these?  I mean, we'd be happy to pay for it.

  • 0 in reply to Don
    TI__Guru**** 163015 points

    Don,

    In general we are ok with setting up a call in cases like that, and do so on a regular basis.  Do you happen to have a link to the thread where this happened so I can see what happened on our end?

    Unfortunately we don't have a premium paid support model.  If you are buying huge quantities of devices then typically you would have access to an FAE who can assist with that but outside of that there is no way to upgrade the support level.

    Regards,

    John

  • 0 in reply to JohnS
    Intellectual 300 points

    John,

    Thanks for the response.  Looks like the engineer that was helping out with that other thread was on vacation back-to-back with my own vacation.  Hence what seemed like the extra long delay.  He's back on it now.

    Bummer there is no paid support model, but it does seem like someone from TI answers each message on the boards, which is great.  Being able to lock a thread between just specified persons would help with some of those privacy concerns I mentioned.  

    I think the biggest comfort with the paid services we enjoy with other software groups is that once an issue is assigned to someone, they get "locked into it" until its been resolved.  With a message board, no one is forced to answered your questions or continue helping after a few responses.