How Embien Support Works
Coverage scope, engagement model, and escalation path explained.
Full Sparklet Stack Coverage
Support covers every layer of the Sparklet toolchain — from Flint UI Designer on Windows through to the HAL on target hardware:
- API usage and integration — Widget API semantics, event callback signatures, property change timing, screen lifecycle management, and correct RTOS task integration patterns.
- Flint UI Designer issues — Asset import (PNG, JPEG, BMP, Figma), animation timeline setup, state machine wiring, code export settings, and simulator build configuration.
- Widget behaviour debugging — Widgets not rendering, callbacks not firing, scroll behaviour on non-standard display sizes, property updates not reflecting in rendered output.
- Rendering performance analysis — Frame rate below target, CPU utilisation above budget, rendering artefacts (tearing, partial updates, flickering). See Sparklet features for rendering pipeline architecture detail.
- BSP and platform integration — Display driver flush errors, touch coordinate issues, DMA timing, LCD artefacts. See the platform porting service for full HAL implementation cases.
- Memory optimisation — RAM above budget, framebuffer placement in external SDRAM, asset decompression buffer sizing, font cache configuration.
Direct-to-Engineer, No Intermediary
Embien's support process is designed to eliminate the delay and context loss of ticket-queue systems:
- Case submission — Raise a support case by email or a dedicated channel. Include: Sparklet version, Flint version, target platform, brief description of the issue, and any log or reproduction steps available.
- Direct assignment — The case is assigned directly to a Sparklet engineer — not a first-line agent. The engineer reads the case context before responding.
- Response — First response includes either a diagnosis, a targeted question (if more information is needed), or a request for a minimal reproduction project. Evaluation-period support: best-effort on business days. Production contracts: defined SLA (typically same business day for critical blockers).
- Resolution — Resolutions include working code examples tailored to the customer's specific application, not generic pseudocode. Where the issue is a framework bug, a patch is issued against the specific version in use.
- Remote hardware debugging — Most issues are diagnosable from log output and a minimal reproduction project. Physical board access is rarely required.
From Framework Bug to Patch in Hours
Embien's escalation path is shorter than any third-party support model because the support team and the development team are the same:
- Level 1 — Configuration and integration — API usage, Flint configuration, build system setup. Resolved by the assigned support engineer, typically within hours.
- Level 2 — Performance and rendering — Frame rate, memory, rendering pipeline issues. Requires access to platform-specific knowledge; handled by the same engineer with input from the platform integration team where needed.
- Level 3 — Framework source investigation — Suspected bug in the Sparklet renderer, widget engine, or HAL contract. The support engineer escalates directly to the Sparklet development team. A patch or workaround is typically issued within one to three business days.
- Level 4 — Critical production blocker — Production support contract customers with a critical blocker in field-deployed product receive a hotfix build within the contracted SLA — not the next scheduled release.
