Lucidworks Modern Technical Support Policy
The Modern Technical Support Policy covers Customer-hosted, cloud-native Fusion products available through subscription directly from Lucidworks or through resellers. Under this policy, Lucidworks will provide technical support for any product release for a period of 18 months after the product release date (for major and minor releases) if the following criteria are met:
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Customer is in compliance with the terms of its subscription agreement with Lucidworks, including the usage metrics and making timely payments.
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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.
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The Error is not caused by a third party product or Customer’s system.
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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)
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Customer must:
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assist Lucidworks in identifying and correcting Errors;
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execute reasonable diagnostic routines in accordance with instructions provided by Lucidworks (and inform Lucidworks of the results of such tests); and
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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)
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Modern Support includes:
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24x7 Incident Response
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“Incident” means a single question or issue posed by the Customer with respect to the Lucidworks product.
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See “Service Level Agreement” and “Severity Level Definitions” below
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Defect and security updates
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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.
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Service Level Agreement (“SLA”).
| Base | Premium | |
|---|---|---|
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 |
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.