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:
  1. Customer is in compliance with the terms of its subscription agreement with Lucidworks, including the usage metrics and making timely payments.
  2. 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.
  3. The Error is not caused by a third party product or Customer’s system.
  4. 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)
  5. Customer must:
    1. assist Lucidworks in identifying and correcting Errors;
    2. execute reasonable diagnostic routines in accordance with instructions provided by Lucidworks (and inform Lucidworks of the results of such tests); and
    3. 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)
    4. Assist Lucidworks in version upgrades when needed
Managed Services Support includes:
  • 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 Agreement (“SLA”).
Service level metricBasePremium
Uptime99.9%
Severity 1 Incident SupportInitial response time of one (1) hour; Lucidworks’ support personnel will work to resolve the issue until a temporary workaround is in placeInitial 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 SupportInitial response time of twelve (12) hoursInitial response time of four (4) hours
Severity 3 Incident SupportInitial response time of twenty-four (24) hoursInitial response time of twenty-four (24) hours
Severity 4 Incident SupportInitial response time of forty-eight (48) hoursInitial response time of forty-eight (48) hours
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.