Please find the following common questions from our customers and our answers:

Q. What is the difference between memory dump analysis and memory dump analysis audit?
A. The difference is in providing the initial analysis report by a customer. We encourage sending your preliminary analysis (even the very basic) together with memory dumps. This is what many customers want: to actively learn from analysis reports.

Q. I have 7 dumps. Do I need to open 7 incidents?
A. No, you don't need. An incident is a collection of dumps you submit at once (subject to limits). For example, erratic software behaviour might result in detected CPU spikes and memory leaks where you collected several memory dumps. They all are analyzed and troubleshooting / debugging recommendations are suggested. If you collect the next set of dumps that would be a separate incident. Subject to exceptions if memory dumps are corrupt, for example. In such case we consider new corrupt or wrong crash dumps as part of the current incident.

Q. Do you have any competitors?
A. We don't have competitors. If you find any other memory dump analysis service we will provide the audit of their analysis report.

Q. Why your service is superior to other companies offering crash dump analysis services?
A. We have the following unique competitive advantage:

• We use pattern-driven memory dump analysis pioneered by the founder of scientific discipline of memory snapshot and trace analysis
• We use iterative and incremental analysis methods starting with a preliminary analysis and gradually improving it
• We use collaborative analysis audit access system for analysis discussion and learning
• We provide measurable analysis audit and quantifiable metrics
• We offer unbeatable price and value combination for our services
• We have an edge in scientific and practical engineering basis for the analysis of software behavior
• We only employ expertise-driven Windows Internals Microsoft® Certified engineers who have analyzed thousands of crash dumps from the great variety of computer systems
• We analyze all types of memory dumps
• We sponsor Memory Dump, Software Trace, Debugging and Malware Analysis Portal and have the privileged access to not yet published research in structural and behavioral analysis of software.

Q. What if I'm not sure whether your service provides any value for me?
A. You can submit to us free of charge a trial memory dump together with your initial analysis. If we can further extend your analysis or provide real troubleshooting / debugging advice we let you know and register an incident.

Q. What if I don't want to send my memory dumps due to security considerations?
A. We can analyze your dumps remotely either on your own system or provide an advice on how to extract textual verifiable and controllable information to send to us for further offsite analysis.

Q. Do you sign an NDA?
A. Memory dumps are all the same and signing an NDA for them doesn't make any sense because it is not possible to strictly separate intellectual property, private and public data in them. For example, when your have an OS issue the OS vendor doesn't sign an NDA with you because more than 99% of data and binary code belongs to that OS vendor and many other vendors. Moreover, if your application crashes on customer sites the customers are free to do anything they want with their dumps. Certainly, memory dumps can contain sensitive information such as computer names, file paths, cached file data, and in some cases you can even find a password there but to avoid that we recommend to setup an autonomous non-production repro environment. If this is not possible we can give you debugger scripts that can extract logs from binary memory dumps in textual form you can inspect before sending. Signing an NDA makes sense when dealing with full private symbol files, source code, design and architecture documentation useful for debugging purposes where intellectual property information is clearly visible. However, most of the time just public stripped symbol files (PDB) are sufficient for analysis purposes and no NDA is necessary.