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 email@example.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.