One of the benefits of choosing Lumension is your peace of mind during and after your implementation. Think of it as an insurance policy. The more you rely on your network infrastructure, the more you’ll appreciate Lumension’s support. Our world class support is responsive, thorough and always focused on your continued success.

Lumension offers two levels of support to meet the needs of your business. Lumension® Standard Support is included in your annual subscription or you can upgrade to Lumension® Premium Support to take advantage of benefits like 24x7 assistance and five free Lumension Training LMS seats. The specific terms and conditions of your level of support shall be delineated in the maintenance and support agreement that you execute with Lumension.

Lumension Standard Support

Lumension Standard Support is included with your subscription, or with an active maintenance agreement of all Lumension licensed products. You can speak directly to our support representatives and access our comprehensive knowledgebase.

  • 8am to 5pm (in your time zone) local phone support
  • Standard phone queuing
  • Unlimited 1 business day email response
  • 24x7 access to the Lumension Knowledge Base
  • 24x7 access to the Lumension Forums
  • Access to updates and upgrades on licensed products

 

Lumension Premium Support

Mission critical systems require an even higher level of involvement and understanding. Lumension Premium Support offers all the benefits of Standard Support plus 24x7 access to experienced, senior level support engineers as well as free training.

All Standard Support features plus:

  • 24/5 live technicians
  • Weekend pager with 4 hour response
  • Up to 5 designated callers
  • Accelerated response time for high severity issues (see SLA document)
  • Unlimited 4 business hours email response
  • 2 Remote Health Checks included
  • Up to 5 FREE Lumension training LMS seats
  • Designated Technical Account Manager contact
  • Global Tech Support Coordination
  • Semi-Annual Account Reviews (case history reports, ticket trends & analysis, feature request updates, etc.)
  • 50% discount on up to 5 days of Professional Services for design and implementation services.

 

Lumension Support Offerings at a Glance

  Standard Premium
Phone support 8AM – 5PM MST Local time X X
24x7 knowledgebase access X X
24x7 forum access X X
Updates and upgrades on licensed products X X
Email support response time 1 Business Day 4 Business Hours
Accelerated response time for high severity issues   X
24x5 live telephone support with 4 hour response on weekends   X
Priority phone queuing with up to 5 designated callers   X
Health Check (remote)   2 included
Lumension Training Portal   Up to 5 FREE Lumension training LMS seats
Designated Technical Account Manager contact   X
Semi-annual account reviews   X
50% discount on up to 5 days of Lumension Professional Services   X