Shimmer Research – Support Policy

Shimmer research platforms enable a wide variety of researchers to explore a variety of application including wearable sensing and wireless communication. We are committed to transparency in explaining how our systems work; what they can and cannot do, and why; and providing and actively maintaining a huge body of open source software and product documentation. Obviously, these assets can not substitute for dedicated training or appropriate technical staffing.

As fitting an open-ended research product, we provide guidance-by-example. We provide all customers with tools to validate the capabilities of our products upon arrival.

Support does not include:

• support for 3rd party hardware, software, mailing lists or web content
• writing or debugging customer applications and deployments
• detailed explanations of the engineering principles behind our software and hardware
• support for systemic problems beyond the scope of the actual shimmer devices and existing systems software (IT issues, computer operation)
• support for customers whose conduct fails to meet professional standards

Occasionally we engage in more interactive support or consulting. Interactive support is a customer courtesy and provided at our discretion. It does not invalidate the support policy described above.  There is no guarantee of performance, timeliness, or establishment of a continuous support relationship.  Consulting is subject to acceptance of a formal statement of work.