Service Level Agreement
We provide technical support services to customers of Lucy Securityto ensure end-user satisfaction. We currently provide full support services on business days, Monday through Friday between 8.00 am and 6.00 pm CEST respectively CET.
Customers get access to the Company’s support portal. Lucy Security customers should communicate errors, including documentation, immediately and in writing to our company via support@lucysecurity.com; stating the possible cause, and to provide us with the opportunity to resolve the error in question. The error must be reproducible. Should it prove impossible to resolve an error directly within support-services, error resolution will be performed in a troubleshooting (first by analyzing log files and second by accessing the system via SSH or in a web meeting).
Software Error Categories and Reaction Times:
Critical
Business operations are seriously impaired.
A danger of damage events exists.
There are serious impairments to supplies to systems attached via interfaces.
Compliance with legal requirements (under law) is impaired to an extent that a regulatory authority could impose penalties.
2 hours
If a critical error exists, and if an economically viable workaround does not exist, work on resolving the error must begin the next business day, in the case of error reporting before 12:00, otherwise on the day after next in case of later error reporting, and the error must be removed by means of a hotfix as soon as possible.
High
Use of the application is impaired, however, results are not invalidated.
Critical errors have been mitigated by a workaround allowing for final resolution in the form of an intermediate release.
6 hours
14 business days
Low
Functions cannot be performed correctly in borderline situations.
The documentation or parts thereof do not comply with agreed standards.
The design of functions does not comply with agreements in part and these errors constitute a minor impairment of operations (the use of the software). Trivial errors will be resolved during planned release distributions.
24 hours
In case of non-critical errors, resolution of errors will commence within a reasonable period after
receipt of error report and said non- critical errors will be resolved as
quickly as possible within the scope of an intermediate release.
Special Cases
The following special cases are also not covered by this SLA: Damage caused by intervention of third parties; damage caused by accident, force majeure or improper transport; fitting of hardware or use of add-on hardware which has not expressly been approved by the Company; the usage of non-authorized virtual machine infrastructure or layers; the installation of non-authorized plug-ins and add-ons, and of third-party software not approved by the Company in writing shall invalidate partners entitlement to maintenance without partner being entitled to repayment of fees.
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