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LUMEDX Client Services: Technical Support
The
LUMEDX Corporation Technical Services Group offers comprehensive product management, account management and technical support services outlined in two separate packages:
Warranty & Maintenance "Deluxe" Support Services
Description (Available for all Apollo Advance Software
Licenses)
1. Deluxe Services from the Product Management Group
- Provide feature enhancements and product upgrades
2. Deluxe Services from the Technical Support Group
Availability and Methods of Support (24/7)
- Telephone, pcAnywhere, and E-mail support between
6:00 AM and 5:00 PM Pacific Time.
- During after hours support (5:00 PM - 6:00 AM), technical support engineers are contacted via pager. Issues that have a major adverse effect on normal business activities will receive a prompt response (i.e., the software is completely down). Those issues not adversely affecting business will receive a response during regular business hours.
Deluxe Technical Support Services:
- Conduct a 30 day post-installation remote software
check-up, analysis, and report
- Provide support for your installation of upgrades, version
changes, patches and service releases for the LUMEDX product line using
methods involving your Internet or VPN connection.
- Provide remote reinstallation of the software after
initial installation (if required).
- Assist with documentation accompanied with the
purchased LUMEDX product.
- Assist with error messages when using a LUMEDX
product.
- Provide support for improper functioning of a LUMEDX
product with respect to documented features.
- Review and provide recommendations to support the
proper restoration of a directory tree and backend database.
- Review of issues not directly related to any LUMEDX product, with escalation to senior management for resolution.
3. Deluxe Service from the Account Management Group
Dedicated Account Management Support
- Dedicated Account Manager for your region
- Single point of contact for coordinating all support
issues
- Review of customer generated queries, reports, and
form modifications for potential custom solutions
- Organize Apollo Users Groups for your region
- Provide a regional perspective on issues that affect
your use of the software
- Advocate on your behalf and serve as liaison to other LUMEDX
departments
- Coordinate all shipments of software to your site
- Inform you of significant product or service issues
4. Requirements for Deluxe Support:
- Clearly defined remote access to at least one (1)
workstation with LUMEDX products installed. Additionally, access to the server
is required for both Access and SQL versions of the software.
- All software and documentation needed to install the
affected LUMEDX product must be available.
- Availability of your qualified IS personnel during
evaluation of issues involving servers is required.
- For Toolkit support, and support involving advanced
features of LUMEDX software, users requesting support must have attended
either the Toolkit or Advanced class prior to requesting support.
- Inventory: User must have access to inventory system,
including barcode readers and down loaders.
- Interfaces: User must have received training in
interface maintenance prior to contacting LUMEDX and must be able to provide
remote access to their interfaces. Warranty & Maintenance "Premium" Support Services Description (Available for all LUMEDX Product Licenses exceeding $100,000)
Included in the Premium Support Services package are all of the services provided in the Deluxe Support Services from the Product Management and Technical Support Group, plus:
Premium Services:
- One annual on-site visit for software Tune-up
Analysis (maximum one day on-site)
- Six month (post annual on-site visit) remote software
check-up, analysis, and report
- Two registry harvests (maximum two data validation exports, one submittal each harvest) per year
- One Registry training class per year (offered in Bellevue,
WA only)
- Up to 8 hours per year of disaster recovery support
(if required. Cannot be substituted)
- FTP Access for immediate download of new product and
upgrade releases
- Priority consideration given for new product beta-site selection
Requirements for Premium Support:
- Nothing additional required by you for Premium Support
Definition of Priority Level Support Calls
Priority 1 Level Calls: "Priority 1" is defined as an error with respect to the software that causes complete unavailability of the software. Priority 1 problems are characterized by an error with respect to the software that: prevents you from operating your business; has a significant impact on your business; and has no reasonable workaround. For Priority 1 calls, LUMEDX will respond as follows:
- LUMEDX's technical support staff will work continuously, 24 hours a day, until the Priority 1 problem is resolved, or for as long as reasonable progress can be made towards resolving such problem;
- Account management will be notified of the Priority 1
problem within fifteen (15) minutes of LUMEDX's confirmation of the existence
of a Priority 1 problem; and
- Account Management will make follow-up calls to you
every two (2) hours until the Priority 1 problem is resolved.
Priority 2 Level Calls: "Priority 2" is defined as an
error with respect to the software that prevents you from performing a major
function of your business. Priority 2 problems are characterized by the
existence of a reasonable temporary workaround. For Priority 2 calls, LUMEDX
will respond as follows:
- LUMEDX will use its commercially reasonable efforts
to resolve the Priority 2 problem within two (2) business days;
- The Priority 2 problem will be escalated to LUMEDX's
Account Manager if the problem is not resolved within twenty-four (24) hours;
and
- LUMEDX's Account Manager will update you once a day
(following the initial 24-hour period) on the status of the resolution of the
Priority 2 problem.
Priority 3 Level Calls: "Priority 3" is defined as an error with respect to the software that limits the functional use of the software, but does not impair your business activities. Priority 3 problems are characterized by an impairment to a function that is used daily, and the existence of a reasonable temporary workaround. For Priority 3 problems, LUMEDX will use its commercially reasonable efforts to resolve the problem.
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2000-2008 LUMEDX Corporation
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