Lucidworks Managed Services Technical Support Policy
The Managed Services Technical Support Policy covers cloud-native Fusion products, hosted by Lucidworks during a subscription term. Under this policy, Customers are kept on supported product versions if the following criteria are met:
Severity Level Definitions:
Severity 1: A reported Incident, which has a severe commercial impact on Customer’s business which either makes the Product inoperable or prevents content discovery.
Severity 2: A reported Incident, which has a significant commercial impact on Customer’s business which either makes one or more critical areas of functionality inoperable or prevents content discovery, and any workaround has a significant operational impact.
Severity 3: A reported Incident, which has a moderate commercial impact on Customer’s business which either makes one or more non-critical areas of functionality inoperable or results in serious inconvenience to a significant number of Customer’s users, and a workaround has only a minor operational impact, or impacts Customer’s non-production environments.
Severity 4: A reported Incident, which has no commercial impact on Customer’s business or does not affect any critical areas of functionality and only results in minor inconvenience to a small number of Customer’s users, and a workaround has only a minor operational impact, or impacts Customer’s non-production environments.
- Customer is in compliance with the terms of its subscription agreement with Lucidworks, including the usage metrics and making timely payments.
- Customer is current as per the servicing and system requirements published for the product and has not performed any modification of the product, including any Error correction.
- The Error is not caused by a third party product or Customer’s system.
- Customer has designated support coordinators for requesting and receiving Lucidworks technical support (names of support coordinators must be provided to Lucidworks in advance of the support request)
- Customer must:
- assist Lucidworks in identifying and correcting Errors;
- execute reasonable diagnostic routines in accordance with instructions provided by Lucidworks (and inform Lucidworks of the results of such tests); and
- ensure that its support coordinators are sufficiently qualified and familiar with the products and Customer systems so as to provide Lucidworks with reasonable assistance in diagnosing and addressing Errors ( “Error” means a reproducible failure of the product to perform in substantial conformity with its Documentation, if any)
- Assist Lucidworks in version upgrades when needed
- 24x7 Incident Response
- “Incident” means a single question or issue posed by the Customer with respect to the Lucidworks product.
- See “Service Level Agreement” and “Severity Level Definitions” below
- Defect and security updates
- Lucidworks will make reasonable efforts to back-port patches for critical security vulnerabilities and defects to a maintenance release for supported versions where upgrading is not required to support the fix.
| Service level metric | Base | Premium |
|---|---|---|
| Uptime | 99.9% | |
| Severity 1 Incident Support | Initial response time of one (1) hour; Lucidworks’ support personnel will work to resolve the issue until a temporary workaround is in place | Initial response time of twenty (20) minutes; Lucidworks’ support personnel will work to resolve the issue until a temporary workaround is in place |
| Severity 2 Incident Support | Initial response time of twelve (12) hours | Initial response time of four (4) hours |
| Severity 3 Incident Support | Initial response time of twenty-four (24) hours | Initial response time of twenty-four (24) hours |
| Severity 4 Incident Support | Initial response time of forty-eight (48) hours | Initial response time of forty-eight (48) hours |