Lucy Awareness
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  • Wiki Overview
  • Guides
    • Quick Guides
      • Create Your First Campaign
        • Adding a New Client
        • Register an Attack Domain
        • Campaign Setup
          • Selecting an Attack
          • Attack Settings
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    • Installing Lucy
      • On-Premise vs Cloud Installation
      • Architecture
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    • Manage Blacklisted Domains
      • Managing Google SafeBrowsing Alerts
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      • Copy a Website
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      • Awareness Template Customization
      • Awareness Only Campaigns
        • Using Multiple Awareness Trainings
      • Use extended method of tracking the end of the quiz
    • Reporting Plugin
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  • Release Notes
    • 5.4
    • 5.3.5
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    • Version 4
      • 4.14
      • 4.13
      • 4.12.1
      • 4.11
      • 4.10.1
      • 4.9.5
      • 4.9.2
      • 4.9.1
  • Legal
    • EULA
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    • DPA, Customer and Partner Info
    • Service Level Agreement
    • Confidentiality of Campaign Data
  • When to Contact Us
    • Contact Technical Support
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  • Software Error Categories and Reaction Times:
  • Special Cases

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  1. Legal

Service Level Agreement

We provide technical support services to customers of ThriveDX Awareness to 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. ThriveDX Awareness 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:

Priority
Criteria
Response Time
Resolution

Critical

  1. Business operations are seriously impaired.

  2. A danger of damage events exists.

  3. There are serious impairments to supplies to systems attached via interfaces.

  4. 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

  1. Use of the application is impaired, however, results are not invalidated.

  2. 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

  1. Functions cannot be performed correctly in borderline situations.

  2. The documentation or parts thereof do not comply with agreed standards.

  3. 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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Last updated 8 months ago

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