Flexible Support Options for Every Business

Deliver via Multiple Channels at Incredible Prices

Support Options

LUMENAVE provides various cost-effective and convenient support options for every business. Our support options are designed and priced to meet the various needs of small, medium or large enterprises. Our Support options are simple, reliable and efficient ensuring businesses get the full benefits of using our products, services, and solutions.

Standard Support

Every product sold, services rendered, or solution deployed by LUMENAVE consultants, comes with three-month free standard support either done onsite, offsite, telephone calls, email, or by a logging a call. In addition, our technology experts are always available to provide technical assistance and advice on several ways of optimizing the use of our products, services, and solutions.

The free standard support is to help customers bring the new products purchased, services rendered, and solution delivered, into an appreciable use by the customers. However, such support is given to the customer based on the customer requirements and deliverables signed and agreed between the customer and LUMENAVE professional sales or technical manager on or before the transaction took place. The standard support is not meant to address customer requirements that extend the scope of a project or make the initial project scope undeliverable.

S/N Standard Support Feature Supported
1 Business Day support (Monday-Sunday, 6am-6pm GMT+1, excl. Major Holidays†)
2 Weekend Support
Saturday: 9:00am to 4:00pm
Sunday: 12:00pm to 6:00pm
GMT+1, excl. Major Holidays†
3 24x7x365  access to LUMENAVE Technical Support Center
4 Direct support via our Web-Based Support System
5 Priority Case Handling
6 Keep Spare Parts  and Replace On Critical Issues  
7 Weekly Onsite Support Engineer Visit
8 Offsite Support- Direct Contact Via Chat, Phone, Email
9 OEM Firmware and Software Updates Installation
10 3 hour Maximum Onsite Response Time for “Urgent” issues
11 Guaranteed Response Times for Non-urgent issues
12 Installation of Client-side Diagnostic tools and Management Tools  
13 Online Remote Access Support to Client Network
14 Quarterly Routine Maintenance of all Registered IT Systems in the Contract  
15 Monthly Reports and Recommendations on Capacity, Faults, Inventory, Availability. Security, Configuration change and Performance  
16 Proactive Support-Provide Alerts on Issues that May Affect Business Continuity  
17 Provide Named Support Contacts
18 Advice on Current Technology Issues
19 Access to World-Class Training, Workshops, Seminars, etc  

† New Year’s Day (January 1st), Easter Triad, Workers’ Day (May 1st), Democracy Day (May 29th), Independence Day (October 1st ) , Christmas Day (December 25th)

For more details on LUMENAVE Standard Support, including key features, and contract terms and condition, please download the relevant pdf documents below:

After the expiration of the three-month free standard support, customers can now decide to take any of the below support options-Classic or Premium

Classic Support

LUMENAVE Classic Support is a world-class, reliable response support channel designed specifically for growing small and medium enterprise LUMENAVE Classic Support covers issues related to your use of LUMENAVE products, services, and solutions. With flexible payment structures-pay-as-you-use and pay-by-the-month-organizations can now enjoy an unlimited number of support cases with no issues of having to tie the business to a non-performing long-term support contract or limited support privileges and above all, contest whether or not services rendered by a vendor were satisfactory or not.

LUMENAVE Classic Support offers organization the benefits of getting responses to technical assistance from the LUMENAVE support team on as need basis. Organization also have the opportunity to contact our technical assistance center for predictable response time and support to help bring problematic and revenue-affecting issues to timely resolutions.

LUMENAVE Classic Support offers organization the benefits of getting responses to technical assistance from the LUMENAVE support team on as need basis. Organization also have the opportunity to contact our technical assistance center for predictable response time and support to help bring problematic and revenue-affecting issues to timely resolutions.

S/N Classic Support Feature Silver Gold
1 Business Day support (Monday-Sunday, 6am-6pm GMT+1, excl. Major Holidays†)
2 Weekend Support
Saturday: 9:00am to 4:00pm
Sunday: 12:00pm to 6:00pm
GMT+1, excl. Major Holidays†
 
3 24x7x365  access to LUMENAVE Technical Support Center    
4 Direct support via our Web-Based Support System
5 Priority Case Handling    
6 Keep Spare Parts  and Replace On Critical Issues    
7 Monthly Onsite Support Engineer Visit  
8 Offsite Support- Direct Contact Via Chat, Phone, Email
9 OEM Firmware and Software Updates Installation    
10 5 hour Maximum Onsite Response Time for “Urgent” issues  
11 Guaranteed Response Times for Non-urgent issues  
12 Installation of Client-side Diagnostic tools and Management Tools    
13 Online Remote Access Support to Client Network
14 Quarterly Routine Maintenance of all Registered IT Systems in the Contract  
15 Monthly Reports and Recommendations on Capacity, Faults, Inventory, Availability. Security, Configuration change and Performance    
16 Proactive Support-Provide Alerts on Issues that May Affect Business Continuity    
17 Provide Named Support Contacts    
18 Advice on Current Technology Issues
19 Access to World-Class Training, Workshops, Seminars, etc

† New Year’s Day (January 1st), Easter Triad, Workers’ Day (May 1st), Democracy Day (May 29th), Independence Day (October 1st ) , Christmas Day (December 25th)

To ensure efficient use of LUMENAVE Classic Support Plan, the LUMENAVE Classic Support is sold and administered to customers based on a credit point system. Credit points are sold to customers in bundles. Each credit point unit is equivalent to an hour of support resolution, workshop, training, or otherwise. Customers get to use each unit that makes the bundles on as need basis.

For more details on LUMENAVE Classic Support, including pricing, key features, and contract terms and condition, please download the relevant pdf documents below:

Premium Support

LUMENAVE Premium Support is a one-on-one, world-class, fast-response support channel to help organization get better experience on the use of LUMENAVE products, services and solution. With flexible payment structures-pay-by-the-month and pay-by-the-quarter-organizations can now enjoy an unlimited number of support cases with no issues of having to tie the business to a non-performing long-term support contract or limited support privileges and above all, contest whether or not services rendered by a vendor were satisfactory or not. LUMENAVE Premium Support covers issues related to your use of LUMENAVE products, services, and solutions.

LUMENAVE Premium Support offers organization the benefits of getting technical assistance from the LUMENAVE support team as frequently as the business needs them. It can also provide useful advice to engineers when they are experiencing operational issues or when they have technical questions during planning, design, implementation, migration, testing, integration, or optimization. Organization also have the opportunity to contact our team of support engineers for predictable response time and support to help bring problematic and revenue-affecting issues to timely resolutions.

In addition, organization also gets the benefits of having a dedicated Technical Account Manager (TAM) who provides personalized, proactive technical support and advice. As a trusted advisor, a technical account manager provides in-depth product expertise, expedites support requests, and helps prevent problems before they occur. By getting to know your support history and IT strategies, a trusted advisor can evaluate and diagnose support problems in the proper context—to achieve optimal outcomes.

LUMENAVE Premium Support is offered to organizations in two plans-Silver and Gold.

The following table lists the key features for the Silver and Gold plans.

S/N Premium Support Feature Silver Gold
1 Business Day support (Monday-Sunday, 6am-6pm GMT+1, excl. Major Holidays†)
2 Weekend Support
Saturday: 9:00am to 4:00pm
Sunday: 12:00pm to 6:00pm
GMT+1, excl. Major Holidays†
3 24x7x365  access to LUMENAVE Technical Support Center  
4 Direct support via our Web-Based Support System
5 Priority Case Handling
6 Keep Spare Parts  and Replace On Critical Issues  
7 Weekly Onsite Support Engineer Visit  
8 Offsite Support- Direct Contact Via Chat, Phone, Email
9 OEM Firmware and Software Updates Installation
10 3 hour Maximum Onsite Response Time for “Urgent” issues  
11 Guaranteed Response Times for Non-urgent issues
12 Installation of Client-side Diagnostic tools and Management Tools  
13 Online Remote Access Support to Client Network  
14 Quarterly Routine Maintenance of all Registered IT Systems in the Contract  
15 Monthly Reports and Recommendations on Capacity, Faults, Inventory, Availability. Security, Configuration change and Performance  
16 Proactive Support-Provide Alerts on Issues that May Affect Business Continuity  
17 Provide Named Support Contacts
18 Advice on Current Technology Issues
19 Access to World-Class Training, Workshops, Seminars, etc

† New Year’s Day (January 1st), Easter Triad, Workers’ Day (May 1st), Democracy Day (May 29th), Independence Day (October 1st ) , Christmas Day (December 25th)

To ensure efficient use of LUMENAVE Premium Support Plan, the LUMENAVE Premium Support is sold and administered to customers based on a credit point system. Credit points are sold to customers in bundles. Each credit point unit is equivalent to an hour of support resolution, workshop, training, or otherwise. Customers get to use each unit that makes the bundles on as need basis.

Support Resources

Enterprise Management: Network and Applications

The Central Policy Management module is the central web-based management console and incident repository that is used across all data loss prevention products. This is where data loss policies are defined, deployed, and enforced, and more importantly, incident response, analysis and policy violations are reported, other system administration tasks are peformed.

EndPoint Security

Our Endpoint Data Loss Prevention Solution suites assist organization protect leakage of sensitive information from endpoints through exit channels like removable media, clipboard operations, printing, instant messaging, emails, and many more. The Endpoint DLP solutions have the ability to discover and prevent leakage of sensitive information sets residing on endpoints while they are connected or not connected to the office network. Endpoint Operating systems supported include LINUX, MAC and Windows.

Data Protection

LUMENAVE storage data loss preventions solutions help organization locate, notify, and take action on sensitive data residing on file stores, databases, Exchange, Sharepoint, and other static data repository within the organization.

Information Management: Backup and Restore

Our Network DLP solutions comprise of three main components-a monitor component that is positioned on the perimeter network (-usually close to the Internet router) to tap or sniff all traffic types (passively or actively) leaving and entering the organization; an email component which integrates with existing email infrastructure to ensure all SMTP traffic leaving and entering the organization are checked for policy violations on sensitive data; and finally a web component which integrates with the existing web gateway infrastracture to ensure all web based protocols-HTTP, HTTPS, FTP, and others are scanned for sensitive data before exiting the organization. The monitor components enable administrators conduct risk assessment of the nature, the channels used, the type, and the extent of sensitive data loss the organization suffers.

Network Security: Design, and Guidelines

LUMENAVE offers Data Loss Prevention solutions for mobile, cloud storage and Office 365.

DLP For Mobile

Data Loss Prevention for Mobile protects organization from loss of data by monitoring outbound email and web communications. Data Loss Prevention solution for Mobile works together with mobile management solutions and with ICAP (Internet Content Adaptation Protocol)-enabled Web proxy server to support analysis of SSL-encrypted Web content. It is a comprehensive, content-aware data loss prevention (DLP) solution that gives users the freedom to access apps and files from their mobile devices without putting sensitive data at risk.

DLP For Cloud

LUMENAVE DLP solution for Cloud offerings include:

  • For Cloud Storage, which provides powerful content discovery capabilities to easily scan Box Business and Enterprise accounts with deep visibility into what sensitive corporate information is being stored, how it’s being used, and with whom it’s being shared.
  • For Office 365, which provides robust content monitoring and protection capabilities for Exchange Online. Users can detect sensitive corporate information and take the right action at the right time by notifying users of policy violations; redirecting email to an encryption gateway for secure delivery; or blocking email in real-time to prevent the loss of critical data.
  • Need any of our Support Program Options, Today!