A description of available technical Support Levels for Customers and Support terms and conditions. These terms and conditions may be updated from time to time, with the understanding that any such updates will not materially reduce the level of Support experienced by the Customer.
All Support Services will be provided in English only.
When a Support ticket has been created, Lenses.io reserves the right to review and reassign the priority level based on the definitions specified in section 3 of this policy.
Lenses.io will respond within the applicable Initial Response Time based on the SLAs specified in section 4 below and will subsequently communicate with the Customer using the Support portal, email or conference call - whichever channel is determined most appropriate by both parties.
|Support Coverage||8x5 (CET or EST, depending on Customer location)||24x7|
|Support Portal Contacts||Up to 2 contacts||Up to 5 contacts|
Low [P4]: Any cosmetic or non-functional issues, questions around processes or documentation, or product enhancement and new feature requests (which can be triaged here but will be tracked to completion elsewhere).
|P1||6 Hours||2 Hours|
|P2||2 Business Days||8 Hours|
|P3||3 Business Days||2 Business Days|
|P4||5 Business Days||3 Business Days|
The Initial Response Time shall be measured by the time between a ticket being submitted and the time Lenses.io acknowledges receipt of the ticket. The Customer understands and agrees that full resolution of an issue is not guaranteed and that the actual time required to resolve any issue may be longer than the Initial Response Time.
The Customer shall make reasonable efforts to resolve any problems before raising a Support ticket.
The Customer shall supply to Lenses.io a detailed description of any fault requiring Support Services and the circumstances in which it arose. The Customer shall also submit sufficient material and information to enable the Lenses.io’s support staff to replicate the problem - including logs, versions of the Software, screenshots, and any other evidence requested by the Support team.
Lenses.io will provide regular updates on the reported issue and on any solution or workaround designed to solve or bypass the reported issue. If the issue has been corrected in a maintenance release for the Customer’s installed version of the software, Lenses.io will inform the Customer promptly of its availability and the Customer must install and implement the applicable maintenance release as soon as possible.
Lenses.io Software is versioned using the following scheme: Χ.Υ.Ζ, where Χ is the major version number, Υ is the minor version number, and Z is the patch version number.
The two most recent major versions are being actively supported by Lenses.io. Patches are always applied to the latest release of the supported major versions.
New features target the latest major version, fixes target the two most recent major versions. Security updates and important fixes to older versions may be applied on a case by case basis.
Lenses.io always recommends that the latest major version of the software is being used. If for some reason a previous major version is required, the latest available release must be employed.