Premium Support requires an additional annual fee. Please contact your Account Executive if you're interested in adding Premium Support to your account.
Premium Support provides email and phone support for the Lumavate Platform, all items in the Lumavate Library, and the designated Customer Apps. Premium Support hours are Monday - Friday from 8 a.m. - 8 p.m. ET excluding holidays. To contact Premium Support, please email firstname.lastname@example.org.
|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.||2 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.||4 hours|
|Level 3 - High||System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.||24 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.||48 hours|