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Support Information

by Lithium Technologies TreyW on ‎05-01-2012 08:43 AM
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by Lithium Technologies JeffS on ‎11-18-2014 11:18 AM
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Your customer experience is mission critical. Lithium Customer Support is committed to providing the assistance you need to meet your business objectives and drive the most value from your Lithium solution. All Lithium customers receive a robust level of customer support and software upgrades.

 Severity 1

Description

Production service outage, severe performance degradation or major security incident that results in Covered Down Time

Reporting Method
SLA (Initial Response) by Tier
  • Platinum15 minutes
  • Gold15 minutes
  • Silver30 minutes

* Available 24x7x365
* See this article for examples

 Severity 2

Description

Failure in a subsystem or primary function of the product that does not result in Covered Down Time

Reporting Method
SLA (Initial Response) by Tier
  • Platinum4 business hours (24x5)
  • Gold4 business hours (9-5pm)
  • Silver2 business days (9-5pm)

* Available Monday through Friday
* Excludes observed holidays

 Severity 3

Description

Minor defect, product information inquiry or configuration request

Reporting Method
SLA (Initial Response) by Tier
  • Platinum1 business day (24x5)
  • Gold1 business day (9-5pm)
  • Silver5 business days (9-5pm)

* Available Monday through Friday
* Excludes observed holidays