Standard Support

Standard Support is included with each Subscription Plan. It provides email support for the Lumavate Platform and all items in the Lumavate Library. Standard Support hours are Monday - Friday from 9 a.m. - 5 p.m. ET excluding holidays. To contact Support, please email support@lumavate.com.

Severity Level Description and Example Initial Response Time
Level 1 - Critical Critical production issue affecting all users, including platform and app unavailability with no workaround available. 4 hours
Level 2 - Urgent Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affect many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as anticipated high app usage. 8 hours
Level 3 - High System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. 48 hours
Level 4 - Medium Inquiry regarding a routine technical issue; information requested on platform capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonable practicable. 72 hours

Note: Standard Support does not cover apps or any customer-specific Library items. Please contact your Account Executive if you're interested in support for your apps and customer-specific Library items.

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