Incident Support

Embarcadero Developer Support offers incident based support as specified in the Annual Agreements and under the Support Terms and Conditions.

Incident Definition

An incident is defined as a single support issue with an Embarcadero product and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate parts. It is possible for one incident to span multiple communications. It is also possible for a phone or electronic communication to include multiple incidents.

Minimum Reproducible Example

A test case helps ensure that the behavior being reported is quickly reproducible by support. A Test case should:

• Be as minimal as possible (usually 50 lines of code or less).
• Contain no dependencies on third-party libraries or components.
• Provide all information needed to reproduce the behavior.
• If needed, provide meta-data information for database issues.

Third-Party Libraries and Components

Installation and use of third-party libraries or components is handled by the library or component vendor. Embarcadero Developer Support can assist with general issues but most of the time the problem is with specific dependencies or requirements of the third-party that support is unaware of.

Defect Reporting and Feature Requests

Defects and Feature Requests should be submitted directly to development through the Quality Portal. Development will evaluate and prioritize reports. Development may ask for additional information or suggest a work around however, the Quality Portal is not a support forum. Be certain to include the report number when contacting support about an issue reported in the Quality Portal.

Consulting Services

Some issues fall outside the scope of developer support and are considered consulting services. Contact your sales account manager or regional sales office to discuss consulting options. Some examples of issues that are considered consulting services are not limited to:

• Application architecting and design
• Application migration
• Application debugging (including AI generated code)
• Configuration of non-Embarcadero software
• Creating custom components and IDE extensions
• Undocumented APIs