Services \ Technical Support Services \ Technical Support Programs
Lumension® Product Line Support Programs
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 and Maintenance
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 and Maintenance
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