Support requests & case severity
Support Requests
The following sections describe the types and lifecycle of support requests.
Case Numbers
When a Support Request is opened, it is tracked as a "case." Each specific question or problem will be tracked as a separate case and will be assigned a case number. You will be provided with this case number after a support request is logged in the LumenVox case tracking system. Please refer to this number in future correspondence with LumenVox Technical Support relating to this case.
Case Severity Levels and Priority
To prioritize the handling of Support Requests we use a short list of severity levels, as detailed in the table below. Each Support Request must be assigned a severity level between 1 and 4. The table below provides detailed descriptions and symptoms to aid in determining the correct severity level to assign.
Severity | Summary | Detailed Description | Symptoms |
1 - Critical | A production system is down or severely impaired to the point where it is unusable. | Errors which cause a production outage for the customer and cannot be resolved by a restart or workaround. This is a critical error or failure in the operation of LumenVox Software which results in a major or total failure of the software to perform substantially in accordance with its specification and results in a major or total interruption to the functioning of the business of a partner. | Supported product totally inoperative. Corruption or destruction of Data. Supported Product subject to catastrophic failures (50% or greater degradation of service) Degraded performance (throughput/ response) such that the Supported Product is not usable in production (50% or greater degradation of service). |
2 - Major | A production system is impaired but usable. | High-impact error where the supported product is operating in a significantly impaired fashion or a major function is unusable. This error cannot be resolved by a restart or workaround, but customer is able to run in production. | The supported product is running, but with repeated interruptions. Degraded performance (throughput/ response) such that there is a severe impact on use, including intermittent errors. Time-sensitive error important to long-term productivity that is not causing an immediate stoppage of work |
3 - Minor | Any error in production that does not qualify for severity 1 or 2, or any error affecting a nonproduction system. | Errors which do not have a significant impact on production. Errors that can be resolved by a restart or workaround. Any error which was originally reported as P1 or P2 but has been temporarily solved with a work-around will be reduced to P3 provided there is no remaining significant impact to production use. | Non-critical or non-major errors. Non-critical or non-major degradation in performance (throughput/ response). Intermittent Errors with low or no impact on customer operations. Errors in test, development, or other non-production systems. |
4 - Other | Any issue which does not meet the criteria for severity 1, 2, or 3 issues. | Errors which do not affect the use of the Supported Product New feature requests Cosmetic issues | Errors in documentation. Development-related support that does not impact project schedule |
Case Severity Levels and Priority – Response Times
Customers will be entitled to response times based on their contractual service level agreement and the severity of the issue. The following table outlines the relationship between severity level, service level, and resolution.
Severity | Support Response | Resolution Goals Time | Resolution Method |
1 - Critical | 1 hours
8am – 1am GMT M-F | Resources dedicated: Continuously until Error is resolved Progress Update: every 4 hours Resolution target time: 24 hours | Error Correction |
2 - Major
| 4 hours
8am – 1am GMT M-F | Resources dedicated: Continuously during LumenVox' normal business hours until Error is resolved Progress Update: Daily Resolution target time: 48 hours | Error Correction |
3 - Minor | 8 Hours (Within one business day)
8am – 1am GMT M-F | Resources dedicated: As needed during LumenVox' normal business hours. Progress Update: Upon determined path to resolution, and then upon actual resolution. Resolution target time: Next minor or major release | Update |
4 - Other | 24 Hours (Within three business days)
8am – 1am GMT M-F | Resources dedicated: As needed during LumenVox' normal business hours. Progress Update: Upon determined path to resolution, and then upon actual resolution. Resolution target time: To be determined based on development priorities and scheduling. | Update, at LumenVox’ discretion |
Remote Access
As part of providing technical support, LumenVox Technical Support may ask for Remote Access to any relevant machines, as this is frequently the most expedient way to resolve problems.,
Our preferred method of accessing machines remotely is through direct Secure Shell (SSH) on Linux or Remote Desktop Protocol (RDP) on Windows. We recommend configuring firewalls to allow us to directly use SSH or RDP to access a machine.
If those are not options, LumenVox Technical Support may ask to schedule a Zoom or WebEx session in which you share control of your desktop and provide Remote Access that way.
At the discretion of LumenVox Technical Support, we may also choose to use a different method of Remote Access (e.g. VPN or other remote access software) of your preference. Please contact LumenVox Support with any questions about specific questions about Remote Access.