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Customer Support Policy

At Lucidworks, we understand that clarity is essential for our products and support services. To help you navigate our certification and support processes, we’ve outlined key information below.

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Certifications

A certification at Lucidworks is a comprehensive evaluation of our product in combination with third-party products and platforms. This testing is designed to ensure compatibility and optimal performance. When a product combination is certified, it means that, based on our testing, it should work seamlessly. Certification typically involves rigorous Quality Assurance (QA) processes to guarantee a high level of reliability.

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Certified vs. Supported

Certification and support are distinct aspects of our offerings. While certification focuses on the compatibility of products and operating systems, support covers your ability to seek assistance and apply updates. Here’s a breakdown:
  • Certified: This indicates that a product combination has undergone extensive QA and should run smoothly on the certified platform. It is essential to follow the provided instructions for the best results.
  • Supported: Even if a product is not certified, it may still be supported. Support allows you to apply updates, install patches, and seek assistance from our technical support team. However, the support contract is specific to the licensed software and does not guarantee issue resolution for non-certified, nonconformant configurations.

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Support Contract

When you purchase a support contract from Lucidworks, you gain access to essential services, including updates, patches, and assistance from our support team. It’s important to note that a support contract remains valid as long as the terms are upheld. Violating these terms, such as using the software in an unsupported manner, making modifications to our code, or not paying support fees, may invalidate the contract.

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Certification and Support Realities

Certification primarily focuses on the software and its compatibility with the platform. It does not extend to other infrastructure components, such as hardware, networking, storage, or virtualization, which customers may choose independently. Support, while valuable, does not guarantee issue resolution in all cases. There might be situations where our support team advises reaching out to other parties because the issue is not related to our software.