Levels of Service for Lucity Support

Ali Tuttle -

An outline of our categorization/prioritization of support issues and formal response/resolution commitments follows. Our goals are to provide customers immediate response during regular Help Desk hours (Monday – Friday 7am-7pm CST), and resolve issues as soon as possible.

Critical

  • Customer is unable to use an application, or system component has a failure such that normal work operation is significantly impacted (e.g., users cannot open work orders)
  • Response time to acknowledge issue and begin working on corrective action within two (2) business hours
  • Commitment to continue working on problem until resolution, or an acceptable temporary fix (i.e., patch) is deployed

Standard

  • Issue exists with an application but majority of functions are still usable and some circumvention or work-around is possible to provide service, or failing function does not significantly impact normal work operation
  • Response time to acknowledge issue no more than four (4) business hours
  • Provide resolution with next upgrade release(new versions, service packs or patches), and not more than ninety (90) business days (unless otherwise agreed between customer and Lucity)

Minor

  • Issue does not affect an application’s function (e.g., text of message or report is poorly worded or misspelled)
  • Response time to acknowledge issue no more than eight (8) business hours
  • Provide resolution with next two upgrades, and not more than one-hundred and eighty (180) business days (unless otherwise agreed between customer and Lucity)

Contact Avenues:

Toll-free Phone Call – Lucity representatives are available by phone Monday – Friday (excluding holidays) from 7am – 7pm CST. 1-800-492-2468, x2

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