Customers of embedded technology must balance their desire to take advantage of the performance and feature improvements of new technologies with the need to maintain system stability over the life of a product or program. To ensure this long period stability is met, BittWare follows a practice of architecting its products such that many silicon revisions and component changes can be introduced without the need for reengineering.
BittWare maintains technical support in the US. Our support team consists of hardware, FPGA, and software engineers providing both help desk and field-based support.
Learn more on our Support page.
BittWare provides a one-year warranty on all of its hardware and software products. Customers requiring longer warranty period coverage can purchase an extended warranty service plan that can be customized to your requirements. Periods of 10+ years are offered.
In an effort to ensure our customers continuity/availability of BittWare product, we offer Technology Escrow services. If requested (and subject to fees), BittWare shall place into escrow for the term of the Supply Agreement (with an escrow agent of mutual agreement between BittWare and the customer), a complete manufacturing package for the BittWare products in question. Included in the Escrow package is all information required to manufacture, test, and repair our products.
Materials in the Escrow package can include: Bill of Materials (BOM) with Approved Vendor List (AVL), PLD programming information, mechanical drawings, assembly drawings, manufacturing test software, test procedures, schematics, ECO history, design documentation including hardware and software design specifications, software design specifications, host software source code, DSP software executable code, build instructions for software source code, including specific tools used, and all make files, scripts, and source files used to build the code.
BittWare prides itself on the ability to provide products for extended periods to minimize the impact on our customer’s programs. However, in some instances, BittWare may choose to obsolete a product due to component obsolescence, lack of sales performance, inability to support, inappropriate market fit, new version release, etc. In all cases, we will make our best effort to give notice of a planned product obsolescence months in advance.
Once a product has been targeted for obsolescence, BittWare will:
BittWare has access to component obsolescence information on over 200 million component part numbers through our subscription to Silicon Expert. BittWare checks our ASL (Approved Supplier List) on a regular basis to make sure component availability has not been negatively affected by specific events with a manufacturer, or by the dynamic nature of the industry.
BittWare also offers component obsolescence reporting services to our customers for specific assemblies and BOMs on an as-needed basis. The service includes a risk analysis report which attempts to provide the information listed below for each component on the BOM, depending on customer need. Silicon Expert uses CALCE forecasting algorithms developed in partnership with the University of Maryland:
For 2nd source components that are obsolete, BittWare will indicate “Alternate part only, primary available”. If a part is obsolete and a 2nd source is not available, BittWare may have previously participated in a LTB and may have limited parts available. In these cases BittWare may state “Limited inventory available at BittWare, recommend customer part purchase to guarantee supply.”
For more information in regards to BittWare’s obsolescence services, please contact BittWare.