Customer Support Information

This page provides information to the support staff regarding known problems, workarounds, and development tips. Feel free to add or remove items as necessary to allow us to make appropriate decisions on must-fix items.

Customer Support Cases

• Support issues are logged in Salesforce.
• Internal Documentation for common support case workflows and customer user portal accounts are in sharepoint located here: Salesforce Sharepoint.
• If you receive an email about a support case that does not have the support case number in the subject line and you cannot find the support case in Salesforce, please contact someone from the support team for assistance.
• If you receive an email from a customer/partner requesting support, and support@ddci.com is not in the To: or Cc: line, please send the following canned email response to that customer:

  • Please resend this email to support@ddci.com to ensure a timely response and help DDCI manage all customer issues.

Create Support Log

• From your email database, open the email (not preview) and click the Support Case | Create Support Case action
• Assuming there is not already a support log created with the same subject, it will create a new document in the Support Logs database.
• Before replying to the email, you may need to close the email and reopen it so the Subject line is properly modified with the Support Log identifier

Updating Support Log

• Before responding to a support request you must verify that the "customer" actually is a customer with a valid support agreement.
  • Formally this can be done using the Notes US CAF database.
  • In general should show programs with active licenses
• Each email that contains the phrase DDCI Support Case: xxxx-xxxxxx) and is sent to/cc support@ddci.com will automatically append a link to the email in the Spprt Archive email database on the Suport Log
• Many support issues do not result in a PCR. But if they do, one or more PCRs are to be created in the appropriate place (bugzilla. A customer issue may very well be closed (for example with a work around) even if the corresponding PCR is still open.

Additional Tips

When looking at a support case, there is a Notes DocLink to the Spprt Archive email database for each email recorded for the support case. Once you have clicked on an email and are in the email database, you may select View | Go up to Parent View to get to the Inbox. To search the view you can enable View | Search this View. Searching for the DDCI Support Case and identifier from the subject should show all of the emails. If you enable preview (View | Show | Preview on [Bottom|Side]) you can scroll through the emails without constantly changing windows. This may be especially helpful if a support case reply does not include history, or the support case changes topics during the course of the responses. In general we prefer to reply all with history so the last email contains the important details.

Customer Support vs BoT Support

Definitions of customer support vs Block of Time (BoT) support:

• Customer support pertains to questions/issues related to the operation of any Deos product components (tools, OS, libs, possible defects or limitations).
  1. Applies to any customer with an active support agreement (i.e., a development license/seat)
  2. Use task in project "Customer & Sales Support" for the specific customer codename, eg. "KingHall (NGC): PO SALAD-001"
• BoT support applies to questions/tasks beyond Customer Support
  1. Custom BSP modification/design, customer architecture design, consulting, etc.
  2. Use task in project "BoT and Training" for the specific customer codename, eg. "KingHall: Basic Services (remote support)"
  3. Basic Services = remote support; Premium Services = onsite support
• Call Kelly, Richard or Bill if you need help identifying the correct task

Active Customers

• Active customers purchase development license(s), and may or may not be associated with a project/program in PM.com
• Examples:
  • Desert Eagle- has an associated project in PM.com. Support hours charged to task "Customer Support" under project "Desert Eagle" in PM.com
  • Initium - does not have an associated project in PM.com, but is downstream from Desert Eagle. Support hours charged to task "Initium Aerospace" under project "Customer and Sales Support" in PM.com, and BoT hours charged under project "BoT and Training".

Eval Customers (assortment)

• Eval customer purchases a BoT but not a development license:
  • All hours are logged to customer task under project "BoT and Training". In this case, the customer/code name does not exist under project "Customer and Sales Support". Example: Performance Software.
• Eval customer purchases a development license but not a BoT: Product Support is charged to customer/task under "Customer & Sales Support", and typically handled by FAEs. For support cases beyond Product Support, the customer should be referred to sales to purchase a BoT. Example: Katerina
• Eval customer purchases a BoT AND a development license: Product support logged under "Customer & Sales Support", and BoT logged under "BoT and Training". Example: Aviage.

Partners

• Partners do not typically purchase development licenses. All hours logged under "Customer and Sales Support".
• Examples: Rapita

Desktop Share

For internal sessions, use DDC-I Meetings (a.k.a. ScreenConnect). DDC-I Meetings has 3 concurrent licenses. This means that three meetings with any number of people may be running at the same time.

For external customer sessions, your choices include DDC-I Meetings or GoTo Meeting, depending on the customer's firewall/access; please refer to each customer's project page for the appropriate choice.

• To use DDC-I Meetings: http://meetings.ddci.com, log on with your DDC-I username/pw, select Meeting A, B or C, and then select "Join". To exit the meeting, DO NOT select "End" (which completely closes the meeting); instead, simply close the application screen (click on the X in the upper right hand corner). Note: this technology does not work with Firefox.

• To use GoTo Meeting: https://global.gotomeeting.com, log on using Bill's account (if you don't have your own private account), bcronk@ddci.com, FWGce7teHJ3jVA. This is a single license, which limits access to one session at a time. If you plan on using Bill's account, be sure to reserve it as a "Resource" via Lotus Notes. Also, be sure to utilize the appropriate customer-specific security code, which is the first four letters of the customer name converted to alpha numeric, eg. "DDCI" = 3324; refer to customer project page for details.

Getting Workspaces From Customers

Here is some boiler plate text to help the user know what to do. Note: customer specific customization of the below is required.

Sorry to hear of your difficulties. The best/quickest way for us to assist you is
for you to provide us with your OpenArbor workspace that is exhibiting the problem.

The best/easiest way to get us your workspace is the following:
From OpenArbor -> File -> Export -> General -> Archive File -> Next ->
Select All -> (If applicable check "Resolve and export linked resources") ->
Browse (to provide a location/file name) -> Finish.
Then send us the resulting archive file via our SSL support site (see below).

There is no need to encrypt your file (e.g., myWorkspace.zip), as the 
transmission mechanism is secure:
https://deos.ddci.com/upload.
A username & password will follow in a separate email.

After you get the customers workspace, place a copy in subversion here svn. Previously collected workspaces were collected here \\nx3000\Deos\support. You should rename the workspace to include customer code name and the customer support ID and any other metadata that will help uniquely identify the contents.

If requesting a customer workspace for OA testing of converting the DDS as part of a new release, place a copy at \\nx3000.ddci.com\Deos\workspaces-OA-testing\<customer>.

Secure Customer File Transfer

It's always a good idea to get the customers workspace in order to help them debug their junk. Unfortunately, workspaces can be larger in size than some corporate IT defined email limits, so email is not a reliable technology for sharing workspaces.

• Place the zipped workspace on our "dropbox" like site at: https://deos.ddci.com/upload Files will appear after the transfer completes.
• Both DDC-I employees and the customers should use the following account information. If your customer is not listed, contact Jean Countryman or Kevin Lew to create a new account.

NOTE: A valid unique email address and contact name (and phone number) is required because upon creation of the Client ID, a welcome email to this person will be dispatched. 

• If Jean Countryman is not available, there is a general support box which can be used in "emergencies". The id is "support". The current password (zwap8ping2) can be found in the Lotus Notes - Database: PTC Computer Operations; Category: PTC Computer Operations - Procedures; Document: Upload & FTP Logins and Passwords.

DDC-I Secure File Transfer

User Name	Password	Company Name	Upload ID	Screen Casts ID
abaco	H8ka5Vwp	Abaco Systems, United Kingdom	Yes	Yes
acontis	Mh2bAntp	Acontis Franz-Beer-Straße 98 Weingarten Germany	Yes	No
adacore	K2fy7MsH	Adacore	Yes	No
adventium	Deo5Adv9ms	Adventium	Yes	No
airtel	ETsdzW2N	Airtel ATN Limited	Yes	Yes
altran	btZ5htK1	Altran	Yes	No
ansys	S2uqhs3Bh	Ansys, Inc.	Yes	No
amrdec	Ght8aS7k	Aviation & Missile Research Development & Engineering Center	Yes	No
aselsan	Khg8NtP2	ASELSAN AS, Ankara, Turkey	Yes	No
astcdesign	6UBcTqTb	ASTC Design, Las Vegas, NV	Yes	Yes
astronics	Es4H7cvD	Astronics Ballard Technology, Inc.	Yes	No
augustiner	hz8TCd9k	Amazilia Aerospace GMBH, Germany	Yes	No
avionyx	Ar9wM6si	Avionyx, Costa Rica	Yes	No
aviccom	c3Jzq9Hw	AVIC Commercial	Yes	No
avidyne	hg7kM3ds	Avidyne	Yes	Yes
avilution	bJin4lh3	Avilution - 3rd party to Fractal	Yes	Yes
ayinger	hY65b3rt	Lauterbach	Yes	Yes
babas	dKg4vN28	Airbus Defence and Space GmbH - Flight Joint Team	Yes	Yes
baesys	v8xD3MkW	BAE Systems	Yes	Yes
barbill	h9Im34qD	Moog Space and Defense Group	Yes	Yes
bauhaus	M6sikLcv	Honeywell Minneapolis, MN	Yes	Yes
bebop	dKj7Rf2	General Dynamics, Fairfax, VA	Yes	Yes
bettys	kLcvc8d5	Boeing Phantom Works Brisbane Queensland Australia	Yes	Yes
blackbull	hyt7Nrp3	Danlaw/Rapita Partner Program U.K.	Yes	Yes
btracy	Htx9Zts3	Bryan Tracy Inc., Montreal Canada	Yes	No
bulle	cCpSGd8e	US Army CECOM-ARAT, Aberdeen Proving Grounds MD	Yes	Yes
burnside	kT6mw1Hp	Pratt & Whitney - United Technologies, 400 Main St, East Hartford, CT 06118	Yes	No
calabogie	d3fgHtx9	Curtiss-Wright Canada	Yes	Yes
cambridge	ncd9E5Sa	UTAS	Yes	No
capstan	ibsWuT5s	Psionic	Yes	Yes
cava1	Bcd6pK2s	Intelligent Automation Inc.	Yes	No
celestial	XsNcd3fg	Bell Textron Inc	Yes	Yes
collins	k9L4Rzp3	Collins Cedar Rapids IA; 3rd party support narrowgauge	Yes	Yes
coreavi	B9Ftb54F Note:Only send password email to CoreAVI QA coreaviqa@ch1group.com. Send email delivery notice to CoreAVI DDCI Updates ddci_updates@coreavi.com and CoreAVI QA coreaviqa@ch1group.com.	CoreAVI	Yes	Yes
crucible	b2JxyT9a	Esterline Korry Electronics	Yes	No
cscanada	kH7d5seM	CS Canada	Yes	Yes
cwright	Hds6YLK6	Curtiss-Wright Controls	Yes	Yes
danlaw	Ltj9XvF5	Danlaw Inc. Rapita Systems IT Centre, UK	Yes	No
daube	ah8Bux5s	Airbus Helicopters, France	Yes	No
dassault	D2k9b5Ta	Dassault Systems, Waltham	Yes	No
datalight	Wat7hB2j	Datalight, Bothell, WA	Yes	No
deserteagle	bLa6BeF1	Boeing (Desert Eagle)	Yes	Yes
disti	cztMhyvg	DiSTI 3rd Party supporting Kutleng	Yes	Yes
dornerworks	B8naR2qm	Subcontract Shop	Yes	Yes
dstreet	PK5YdBNA	Barcelona Supercomputing Center, Inc	Yes	No
dosadp	DpH7ztG5	Data Patterns, India	Yes	No
dosahal	px3YkD8h	HAL, India	Yes	No
draider	dfG8ht4K	DRA	Yes	Yes
drsibas	iYd61Jbx	DRS IBAS	Yes	No
eastend	Wsnt5ME6	Near Earth Autonomy	Yes	Yes
ebbing	bkG5txy8	Airbus Space and Defense	Yes	No
einfochips	tD9shkW5	EInfochips An Arrow Company	Yes	Yes
elbit	E5bxT2kF	Elbit Systems Ltd., Israel	Yes	No
elemento	aPTbufDr	Northrup Grumman Italy	Yes	Yes
embraer	t7JX2pdk	Embraer (Brazil)	Yes	Yes
emcosys	7AdaT9X2	Emcosys (Germany) 3rd party support Babas	Yes	No
emproof	Et9Vq5vT	Emproof (Netherlands) 3rd party porting for Shaka	Yes	No
engineering	Jpx8KmTp	DDC-I, Inc. Engineering	Yes	No
ensco	vH1tdc6j	ENSCO	Yes	No
estrella	c6sC7Mkt	Genesys Aerosystems One S-TEC Way Municipal Airport Mineral Wells TX 76067	Yes	Yes
eureka	x976RfzM	Skyryse	Yes	Yes
evaluation	yfAu5MgN	Used for Evaluation Customers getting Sales	Yes	Yes
faaals	CeEJFpfZ	FAA Oklahoma City OK	Yes	Yes
facri	Tas5qGz1	Flight Automatic Control Research Institute	Yes	No
feuer	6duEtw4F	Diehl Aerospace GmbH Überlingen D-88662 Germany	Yes	Yes
fractal	2MvQe6ck	SAIC Huntsville	Yes	Yes
ferguson	gNwv8hWn	Boeing St. Louis Mo - MaccroVMS	Yes	Yes
fourwater	Ftz8Kpz7	ESG Elektronlksystem-und Logistik-GmbH, Germany	Yes	Yes
gator	ya6XJi5X	DCS Corp Sterling MI	Yes	Yes
geaviation	Dtg9yXd2	GE Aviation Clearwater FL.	Yes	Yes
granite	hct3LAz1n	Cobham	Yes	Yes
greensocs	M8H9MBTx	GreenSocs Le Bourg Chalagnac New Aquitaine 24380 France - Durants 3rd party partner	Yes	No
grimm	pbqEMBKA	Grimm Dunn Loring VA - Louie 3rd party partner	Yes	No
gtrinst	kZj5Pxt4	Georgia Tech Research Institute (GTRI)	Yes	No
harris	hdT4nmX8	Harris GASD Melbourne, FL.	Yes	No
harrys	Tdc8kX5a	Gables Engineering, FL.	Yes	No
hildegard	hZt9rkL4	Boeing Huntsville	Yes	No
honcn	Rt27HdX5	HonCN Project, China	Yes	No
honeywell	Deo2Hon8lq	Honeywell	Yes	Yes
honwus	See Richard Frost.	Honeywell US Restricted	Yes	No
hosmer	kX9jGf7t	HamiltonPrattUnitedCollins	Yes	No
hotdish2	btV9xzH2	UTC/Collins Aerospace Systems 14300 Judicial Road Burnsville, MN	Yes	Yes
iafsdi	G9FyPbf5	Indian Air Force Software Development Institute, India	Yes	No
igalia	w5mgmkeX	3rd Party Porting for Shaka	Yes	No
insyde	ht5YP3n4	INSYDE SOFTWARE, BOSTON OFFICE, USA	Yes	Yes
initium	m4D6tmnr	Initium Aerospace, LLC San Diego, CA	Yes	Yes
integsol	f7YD6dFU	Integrated Solutions for Systems, Beavercreek OH marion	Yes	Yes
ironhill	Tb9DklX5	Boeing Defense, Space and Security, Philadelphia, PA	Yes	Yes
ironpier	v8xD3MkW	BAE Systems	Yes	Yes
jekyll	F7g9Tp3r	Logicircuit, Inc in Alpharetta GA 30005	Yes	No
kalbi	K82hvi1s3	Kalbi Project	Yes	No
katerina	Btk9Tdl4	Aurora Flight Sciences	Yes	Yes
kbrwyle	cw5ZjLvD	KBRwyle Technology Solutions, LLC - eval fractal	Yes	Yes
kihomac	td7HF9st	Kihomac Software Engineering	Yes	No
kinghall	FrR9aSLZ	NGC Aerospace Ltd NGC International Inc, Canada	Yes	Yes
klepsydra	6DfuF7yd	Klepsydra Technologies - Eval Customer	Yes	Yes
kutleng(aka lockstock)	Lkj3Dw5M	Kutleng Engineering Technologies South Africa	Yes	Yes
l3harris	bTz2kg7P	L3Harris Technologies, Alpharetta, GA	Yes	Yes
l3harrisarv	mH5bAgd2	L3Harris Space & Airborne Systems Palm Bay FL	Yes	Yes
lastdrop	zdPHvYjS	CTSI (Coherent Technical Services, Inc.)	Yes	Yes
lauterbach	AL7p3hok	Lauterbach	Yes	No
ldralg	j37DqzsT	LDRA	Yes	No
lefse	jHCR7vxs	Honeywell Coon Rapids	Yes	Yes
liebherr	N6wDzGAH	Liebherr-Aerospace Bavaria Germany (codename loewen)	Yes	Yes
leonardo	dTz8muB3	Leonardo Company	Yes	Yes
liclin	Vm8q6VJQ	License support files for Linux	Yes	No
licwin	B3QxEWvW	License support files for Windows	Yes	No
lightning	btF2xg6P	General Atomics Aeronautical San Diego	Yes	Yes
lockheed(check CAF to see if using rocksolid)	k3D2pzAg	Lockheed	Yes	No
logans	fm3YdF23	DornerWorks	Yes	Yes
louie	G5dgX3hK	Woodward	Yes	Yes
louiehcl	hmT6W7fb	HCL, India	Yes	Yes
lpbfms	yB4pA9gm	Honeywell FMS	Yes	Yes
lutefisk	Go8r9iD3k	Goodrich EFB	Yes	No
maple	mV3fH8aZ	Maple Program	Yes	No
maspa	cchRqgmL	Maspatechnologies	Yes	Yes
mathworks	g18bEisH	Math Works	Yes	No
mcobject	jQXG4w3Y	McObject Federal Way WA	Yes	Yes
mercury	BkgV8z7p	Mercury Systems, Switzerland	Yes	Yes
mocana	g3HnTz8d	Mocana Corporation	Yes	No
modelo	rI2Snw1p	Modelo	Yes	No
narrowgauge	EBXKLLt5	Boeing St Louis MO	Yes	Yes
northai	H7fg3Acb	North Atlantic Industries	Yes	No
northrop	tyz7Bk4S	Northrop Grumman	Yes	No
oarcorp	hs6Tb9Ak	OAR Corp	Yes	Yes
odyssrl	Jm7Mpf9a	ODYS Srl - supporting Wisk(Santan)	Yes	Yes
orbitcs	OCS49kdtq	Orbit Comm Sys LTD	Yes	No
orxata	pxT7sdH4	Indra Sistemas SA	Yes	No
paceaero	LLt5rI2S	Pace Aerospace - Zhangmen support	Yes	No
parrylabs	nw1pAL7p	Parry Labs - Eval Customer	Yes	No
paschal	A4izX8fc	JPALS Project	Yes	No
paservices	bdMbsdSH	Pedro Alves Services, Lda - eval for LPB	Yes	Yes
patuxent	p5jq8cFg	US Navy Patuxent	Yes	No
podlasie	KFC54mb8	ENSCO Endicott, NY	Yes	Yes
presagis	tBBqa2D8	Presagis	Yes	No
presearch	kTx7D9we	Programming Research	Yes	No
psware	G2je7N2Za	Performance Software Corp.	Yes	No
pwcutc	Kg8Dxa5j	Pratt & Whitney, Canada	Yes	Yes
purveyor	hH9wK8Cx	Intrepid Graphic Design & Technical Publications	Yes	Yes
quantum3d	Qdta3tum9a	Quantum3d	Yes	No
rapita	tK9Gfd2H	Rapita Systems	Yes	Yes
rattler	BnA9Bb7f	AES Aerospace Embedded Solutions GmbH	Yes	Yes
raythmck	jk6TV3df	Raytheon McKinny	No	Yes
raytheon	td7X5kas	Raytheon	Yes	Yes
riviera	st987Qep	Boeing St Louis MicroVMS	Yes	No
rockwell	dc8Vacd	Rockwell	Yes	No
royaloak	ydQKULYM	GE Aviation UK	Yes	Yes
rocksolid	7n8Pkb5d	Lockheed Martin Owego NY	Yes	Yes
rtitps	epxvN8nf	Real-Time Innovation	Yes	No
ruddyduck	kuT4pD3j	US Navy NAWC AD (Naval Air Warfare Center - Aircraft Division)	Yes	Yes
sabel	T8rb96Mr	Sabel Systems (eval for ARV)	Yes	Yes
sagem	SGq27ztj	Sagem	Yes	No
saintjames	4EmDkuT4	Data Device Corp	Yes	Yes
santan	FGpeXKvC	Boeing Everitt WA / Wisk	Yes	Yes
savianos	pD3jkU9f	NAI in Bohemia, NY.	Yes	Yes
sawnee	eSJhmkvR	ProtoLogic EDS Cumming GA - 3rd party porting	Yes	Yes
scioteq	ASvHu7DY	Scio Teq	Yes	Yes
seemach	YfXmbdMb	Seeing Machines (Durants 3rd party	Yes	Yes
septentrio	Deo9Sep3rt	Septentrio, Belgium	Yes	No
shaka	VSsJnBvd	Supernal Mountain View CA	Yes	Yes
shire	eeH5j4Jz	General Dynamics Defense Systems Pittsfield, MA	Yes	Yes
skayl	J5lq6u9s	Skayl Westminster MD - celestial 3rd party porting	Yes	Yes
skydweller	kxT6bDe2	Skydweller Aero, Inc.	Yes	No
skyline	bt9Kmg6a	Woodward, Niles, IL	Yes	Yes
skylinetoo	kbG7zx9b	General Electric, Cincinnati, OH	Yes	Yes
slsmkt	68Rbhgp4	DDC-I Sales & Marketing	No	Yes
softenginst	ise7Hd4s	Software Engineering Institute	Yes	No
spawar	x7HCtup6	SPAWAR Systems Center	Yes	No
starlab	mZw91HaB	Star Lab Corp.	Yes	No
sterling	k9TblXD5	Boeing Defense, Space and Security, Philadelphia, PA	Yes	Yes
stonecloud	m2SJ51wc	Boeing 6005 S Air Depot Blvd Oklahoma City OK 75135	Yes	Yes
sugarfire	jk7Gfe8m	Boeing Defense group in St. Louis, MO	Yes	Yes
superica	gZyycLDt	L3 Technologies in Plano, TX 75074	Yes	Yes
surcouf	tD7jxc8A	MDA Corporation, Ste-Anne-de-Bellevue QC, Canada	Yes	Yes
synopsys	K1L7yukZ	Sysnopsys	Yes	No
syspro	fEFWpXHf	SysPro Consulting	Yes	Yes
teledyne	ghC9eGd2	Teledyne	Yes	No
terrace	G6qApYFY	Lockheed Martin Owego NY	Yes	Yes
tesys	ncBzEt6U	Tucson Embedded Systems Tucson Az	Yes	Yes
textron	t2Hdi5V3a	Textron	Yes	No
thales	kdp9Jqz3g	Thales Avionics, France	Yes	No
tostones	jdt6Qr1G	Ada and FACE, Honeywell	Yes	Yes
trailhead	xDpR8H35	Boeing Services St. Charles MO	Yes	Yes
training	hP48dt6b	DDC-I Training Account	Yes	Yes
trickyfish	btK6Wsa9	Boeing Services Plano TX	Yes	Yes
triumph	hdT5GxP4	Triumph	Yes	No
twinoaks	kU5aw9V2	Twin Oaks Computing	Yes	No
ulalliance	h8D3u8bs	United Launch Alliance	Yes	No
ulan01	u8bsh8D3	Verocel Inc	Yes	Yes
usanssc	ap67ms42	NASA Shared Services Center (NSSC) - Ironhill	Yes	No
usawarren	dt6bxq4A	US ARMY Warren - Gator	Yes	Yes
usnpmugu	dTu9xB4h	US Navy Point Mugu	Yes	No
utassis	Ta5kh2vW	UTAS Windsor Locks, CT	Yes	No
utcheartos	uS9dxq4A	UTC HeartOS	Yes	No
varsity	L3cdsG8D	L-3 Communications Display Systems	Yes	No
vector	v4De8kwC	Vector Software	Yes	No
verocel	h1B7gW2p	Verocel	Yes	No
vivios	dgHkmNtz	American Rheinmetall Vehicles Sterling Heights MI	Yes	Yes
wickford	z8SwtxCX	REGENT Craft, Inc	Yes	Yes
wisk01	hayKIc04	For Wisk working Santan	Yes	No
wolfssl	Tvx7jkL4	WolfSSL Inc.	Yes	No
yahmon	Rm5dvs2a	Support account for CoreAVI	Yes	Yes
yangs	KtC2Bdy2	Aviage Systems	Yes	Yes
yellowhammer	Tdj9kFc7	US Army Redstone	Yes	No
zhangmen	A8gmY9eb	QWCA	Yes	Yes

Importing a Workspace

Use the Eclipse native feature to import projects from an archived (e.g., .zip) Workspace into your active workspace. You can reach this wizard from: File -> Import -> General -> Existing Projects into Workspace.

Transferring Release Media to Customers

After QA has approved the DDS, it needs to be delivered to the customer through the secured file transfer.

Note: Although it is unlikely, prior to doing this ensure the SOW does not preclude the DDS from being delivered to the customer via this method.

Upload the Zipped Up Distribution

1. Copy the distribution from its location on \\nx3000.ddci.com\ship\dds\windows\approved to a local drive
2. Zip the distribution
3. Upload the zip file to the DDC-I Secure File Transfer site at https://deos.ddci.com/upload:
   1. If the distribution is going to a single customer, then log in using the customer's username and password found here: Secure File Transfer.
   2. If the distribution is going to multiple customers, the log in using the uploader ID with password (uploadpass1234).
4. Use the Browse button to navigate to and select the zip file. Upload the file
5. Description and Assignment:
   1. If the distribution is going to a single customer, use the name of the distribution for the description.
   2. If the distribution is going to multiple customers, use the name of the distribution for the description and assign the file to the appropriate customers by User Name (Code Name). See Secure File Transfer for the list.

Notify Customer and Internal Key Individuals of Availability

• Notify the customer of availability. In the e-mail, CC Director of Engineering Richard, Program Manager Kelly, Media Log Creator Jean, and Support Team Support. If Billable Milestone, notify Aileen. Here is some boiler plate text.

• Send customer a separate e-mail with the password in it.

First Time DDS User

<name>,

You can download the DDS-<name-string>-<date> Release for the next 7 days from the following SSL secure site:
https://deos.ddci.com/upload
Username: <customer-username>
Password: [to follow in separate email]

A license file will be sent via a separate email.

To install the FlexNet license and software, follow the directions in
dds_install_windows.html, i.e. DDC-I Developer Suite (DDS) PC/Windows Installation Guide. dds_install_windows.html is located in the root directory of the downloaded archive.

If you have any questions/comments regarding installation,  please contact technical support via mailto:support@ddci.com.

Regards,

Upgrade DDS Text

<name>,

DDS-<name-string>-<date> is available for downloading for the next 7 days from:
https://deos.ddci.com/upload
Username: <customer-username>
Password: will be sent in a separate email

The cover-letter.txt in the root directory of the DDS provides a list of updated components.  For details on the updates, refer to the release notes for each component in desk/help. Follow the directions in dds_install_windows.html to upgrade to a new version of a DDS.  dds_install_windows.html is located in the root directory of the downloaded archive.

Please let us know if you have any questions or need support by sending email to support@ddci.com.

Regards,

First Time Linux User

<name>,

You can download the DDS-docker-<name-string>-<date>.tar file for the next 7 days from the following SSL secure site:
https://deos.ddci.com/upload
Username: <customer-username>
Password: [to follow in separate email]

It is suggested that you place the downloaded file into your home directory (i.e. ~/):

A license file will be sent via a separate email.

Use the following command to extract the files from the tar archive:

    cd ~/
    tar -xf dds-docker-<name-string>-<date>.tar --one-top-level

To install the Flexnet license and software, follow the directions in 
dds_install_linux.html, i.e. DDC-I Developer Suite (DDS) Linux Installation Guide.
dds_install_linux.html will be in the dds-docker-<name-string>-<date> directory created by the above tar command.


If you have any questions/comments regarding installation,  please contact technical support via mailto:support@ddci.com.

Regards,

Upgrade Linux Text

<name>,

You can download the DDS-docker-<name-string>-<date>.tar Release for the next 7 days from the following SSL secure site:
https://deos.ddci.com/upload
Username: <customer-username>
Password: [to follow in separate email]

It is suggested that you place the downloaded file into your home directory (i.e. ~/):

The cover-letter.txt in the root directory of the DDS-docker provides a list of updated components.  For details on the updates, refer to the release notes for each component in desk/help. 

Use the following command to extract the files from the tar archive:

    cd ~/
    tar -xf dds-docker-<name-string>-<date>.tar --one-top-level

To install the Flexnet license and software, follow the directions in 
dds_install_linux.html, i.e. DDC-I Developer Suite (DDS) Linux Installation Guide.
dds_install_linux.html will be in the dds-docker-<name-string>-<date> directory created by the above tar command.

If you have any questions/comments regarding installation,  please contact technical support via mailto:support@ddci.com.

Regards,

Upgrade Windows/Linux Text

<name>,

DDS-<name-string>-<date> and DDS-docker-<name-string>-<date> are available for downloading for the next 7 days from:
https://deos.ddci.com/upload
Username: <customer-username>
Password: will be sent in a separate email

DDS Installation
The cover-letter.txt in the root directory of the DDS provides a list of updated components.  For details on the updates, refer to the release notes for each component in desk/help. Follow the directions in dds_install_windows.html to upgrade to a new version of a DDS.  dds_install_windows.html is located in the root directory of the downloaded archive.


Docker Installation
It is suggested that you place the downloaded file into your home directory (i.e. ~/)

The cover-letter.txt in the root directory of the DDS-docker provides a list of updated components.  For details on the updates, refer to the release notes for each component in desk/help. 

Use the following command to extract the files from the tar archive:

    cd ~/
    tar -xf dds-docker-<name-string>-<date>.tar --one-top-level

To install the Flexnet license and software, follow the directions in 
dds_install_linux.html, i.e. DDC-I Developer Suite (DDS) Linux Installation Guide.
dds_install_linux.html will be in the dds-docker-<name-string>-<date> directory created by the above tar command.

If you have any questions/comments regarding installation,  please contact technical support via mailto:support@ddci.com.

Regards,

Windows License Notification When Updating Flexnet License Server

<name>,

DDC-I, Inc. is upgrading FlexNet from 11.15 to 11.19, which will require all Deos customers to upgrade their FlexNet license server.   

NOTE:  The new 11.19 FlexNet will support current and older DDS releases and licenses, so please proceed with the Flexnet license update as soon as feasible.

Starting in May 2023, all DDCI deliveries will include 64-bit OpenArbor 10.4.8, which will only work with 11.19 FlexNet and a new license. DDCI will also provide updated licenses in May.

The new license server and installation instructions can be downloaded from:

https://deos.ddci.com/upload 
Username: licwin  
Password: [to follow in separate email] 

Follow the instructions in FlexNet_Upgrade_README.txt.

Upon release of a new DDS, an updated license will also be sent. At this point, you must upgrade to the new license server.

If you have any questions/comments regarding installation,  please contact technical support via mailto:support@ddci.com.

Regards.

Linux License Notification When Updating Flexnet License Server

<name>,

DDC-I, Inc. is upgrading FlexNet from 11.15 to 11.19, which will require all Deos customers to upgrade their FlexNet license server.  

NOTE:  The new 11.19 FlexNet will support current and older DDS releases and licenses, so please proceed with the Flexnet license update as soon as feasible.

Starting in May 2023, all DDCI deliveries will include 64-bit OpenArbor 10.4.8, which will only work with 11.19 FlexNet and a new license. DDCI will also provide updated licenses in May.

The new license server and installation instructions can be downloaded from:

https://deos.ddci.com/upload 
Username: liclin  
Password: [to follow in separate email] 

Follow the instructions in FlexNet_Upgrade_Linux_README.txt.

Upon release of a new DDS, an updated license will also be sent. At this point, you must upgrade to the new license server.

If you have any questions/comments regarding installation,  please contact technical support via mailto:support@ddci.com.

Regards.

Cert Artifact Delivery Email

<name>,

The following files are available for downloading for the next 7 days from:
https://deos.ddci.com/upload
Username:<username>
Password: will be sent in a separate email

deos-cert-artifacts-for-<codename>-<date>.zip
<List components>

README.txt -Instructions for expanding zip and bz2 files/folders
cert-archive-process-script.txt - script to expand zip and bz2 files/folders

Please let me know if you need any help using the script.

Regards.


E-mail subject line: DDC-I Cert Artifacts Available - <codename>

Plans and Standards Training Email

<name>,

DDC-I likes to hold at least a 1-2 hour virtual introduction with anyone that purchased artifacts. It is included as part of the price of getting artifacts.  In this discussion, DDC-I will explain how our artifacts are packaged, etc.  Please let me know when we can schedule this discussion.   

Note that <company> will need to acquire artifact defense (Deos-CertDef-SC as listed on the quote) before DDC-I will accept any comments to documents and support audits.  DDC-I likes to have the auditors to have a DDC-I presentation before they begin reviewing any documents and before a SOI-1 audit.   

Regards,


E-mail subject line: <company> artifacts introduction

Plans and Standards Archive Delivery

<name>,

You can download the DDC-I Plans and Procedures for the next 7 days from the following SSL secure site:
https://deos.ddci.com/upload
Username: <codename>
Password: [to follow in separate email]

The DO-178C plans and standards are provided as they will appear in the DDC-I's certification archive. The Tool Qualification Plan(TQP) is provided in the TQP folder.

The following documents are in this delivery:
11-01-PSAC/ - Note: the PSAC is made up of the three documents below
Plan for Software Aspects of Certification for DDC-I Software, DDCIDOC1, version tbd
Deos Software Component Descriptions, DEOSDOC1a, version tbd
DDC-I Additional Considerations Document, DDCIDOC1b, version tbd

11-02-SDP/ and 11-03-SVP/ - Note: The SDP and SVP is combined into one document
Software Development and Verification Plan for DDC-I Software DDCIDOC2, version tbd

11-04-SCMP/
Software Configuration Management Plan for DDC-I Software, DDCIDOC3, version tbd

11-05-SQAP/
Software Quality Assurance Plan for DDC-I Software, DDCIDOC4, version tbd

Standards - DDC-I Standards are encompassed in checklists.
11-06-requirements-standards/
11-07-design-standards/
11-08-code-standards/

The readme files in the standards' folders will point to where the standards are located in the archive.
/11-14-verf-results/reviews/


tqp/
Tool Qualification Plan (TQP), DEOSDOC422, version tbd
 
Regards,


E-mail subject line: DDC-I Plans and Standards - <company>

Screen Casts for Customers

If you wish to post a Screen Cast for one or more customers, please see Screencasts posting.