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. | 72 hours |
Note: Standard Support does not cover apps or any customer-specific Library items.