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Customer Support

Overview

Lucida's focus is on the customer, from initial deployment through on-going software support. Customer Support services include software maintenance and updates, a telephone and email based Customer Support Center for fast problem resolution, and a complimentary range of professional services and training.


Lucida offers the following 3 levels of support:
  • Silver (standard)
  • Gold (business-critical)
  • Platinum (mission-critical)

 

Silver Level Customer Support

Silver Level Customer Support is designed for organizations that need basic services to ensure the successful development, deployment and maintenance of Lucida applications. Silver Level covers customer needs every step of the way in the development and deployment life cycle, from implementation to follow-up telephone and email support.

The Silver package includes:

  • 8-hour telephone & online support response time
  • 8 x 5 access to the Customer Support Call Center
  • Minor releases of Lucida's product enhancements and maintenance updates
  • Downloadable software patches

 

Gold Level Customer Support

Gold Level Customer Support is designed to ensure that business-critical operations are minimally impacted by a Lucida service interruption.

The Gold package includes:
  • Semi-annual Customer Support account reviews
  • 4-hour telephone & online support response time
  • 12 x 5 access to the Customer Support Call Center
  • Minor releases for Lucida's product enhancements and maintenance updates
  • Downloadable patches

 

Platinum Level Customer Support

Platinum Level Customer Support, Lucida's highest level of support, is designed for organizations that require highly responsive services in mission-critical environments.

The Platinum package includes:
  • Weekly case status reporting
  • Dedicated Account Manager
  • Seat on the Lucida Customer Advisory Council
  • Quarterly Customer Support account reviews
  • Next-Available-Engineer telephone & online support response time
  • 24 x 7 access to the Customer Support Call Center
  • Minor releases for Lucida product enhancements and maintenance updates
  • Downloadable patches

 

 

Lucida Customer Support Service Level Summary




Customer Support Services

Silver
Standard
Gold
Business
Critical

Platinum
Mission
Critical
       
Weekly case status reporting
NA
NA
x
       
Dedicated Account Management
NA
NA
x
       
Seat on Lucida Insight Advisory Council
NA
NA
x
       
Account support reviews
NA
Semi-Annually
Quarterly
       
Telephone & online support response times
8 Hrs.
4 Hrs.
Next Available Engineer
       
Telephone access to Customer Support Center
8 x 5
12 x 5
24 x 7
       
Customer-defined priority
x
x
x
       
Email access to Customer Support Center
x
x
x
       
Downloadable software patch access
x
x
x
       
Lucida Insight software minor ("point")
and maintenance releases
x
x
x
       

 

Updates

Upon request from a current customer (with an up-to-date support service account), Lucida will deliver all new minor releases, corrections, enhancements and updates to its generally available software.

 

Telephone Technical Support

Lucida provides telephone software support from 6 a.m. to 6 p.m. Pacific Time, Monday through Friday (holidays excluded). Call + 1-408-546-2180.