	Site Map \| Partner Login

Email This Page to a Colleague
Subscribe to Newsletter

Home Page > Services > Technical Support

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.