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.

Our support offering includes but limited to:

Provides 24x7x365 assistance to customers on various Information Communication Technology (ICT) products and solutions. See Supported Solutions below.
Available to customers that currently have installed products or solutions that are NOT optimally configured or been used in their organizations.
Customers do not need to buy the products or solutions from LUMENAVE.
We provide the first and second level support, and some implementation assistance.
Flexible Pricing Options ranging from Pay-as-you-Go (PAYG), Hourly, Monthly, Credit-Based, to Annual, etc
Multiple Channels of Contact: Via Email, Online Ticketing Systems, Calls-Skype and Mobile

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.

Supported Solutions

Information Management

  • Enterprise Management:
    • All Solarwinds Management Solutions
  • Security Management:
    • Security Information and Event Management: MCAfee, Fortinet SIEM
    • Vulnerability and Penetration Management: Rapid7: Nexpose,MetaSploit Pro; Tenable: Nessus Manager and Professional
    • Security and Configuration Management: Algosec:Firewall Analyzer; Titania: Nipper Studio
    • Web Security Management:Acunetix, Burp Suite
    • Database Security Management:Imperva,MCAfee
    • Privilege Account Management:CyberArk, Quest, Centrify
    • Audit Management:PIXALERT

Information Security

  • Cloud Security:
    • Symantec Data Center Security Solutions
    • MCAfee Data Center Security Solutions
  • Data Protection:
    • Symantec Data Loss Prevention Solutions
    • Boldon James Data Classification Solutions
    • MCafee Data Loss Prevention Solutions
  • EndPoint Security:
    • All Symantec EndPoint Security Portfolios: EndPoint Protection, Encryption, Embedded Systems,etc.
    • All MCAfee EndPoint Security Porftolios: EndPoint Protection, Encryption, Embedded Systems, etc.
    • TrendMicro EndPoint Security Portolios: EndPoint Protection, Encryption,etc.
  • Network Security:
    • Firewalls: CheckPoint, Fortinet, Cisco, Huawei, Barracuda,etc
    • Intrusion Prevention Systems: CheckPoint, Fortinet, Cisco, Huawei,MCAfee, etc

Information Availability

  • Backup and Recovery:
    • Veritas Backup and Exec, Desktop and Laptop Option, NetBackup,etc
    • CommVault Simpana
  • Information Governance:
    • VERITAS Enterprise Vault

Information Systems

  • Infrastructure Solutions:
    • Cable Support from CommScope, Siemons
  • Network Solutions:
    • LAN/WAN Routers, Switches,Access Points from Cisco, Fortinet, Huawei
    • Collaboration Solutions from
    • MCafee Data Loss Prevention Solutions
  • Enterprise System Solutions:
    • Microsoft Server 2008 R2, 2012 R2, 2016
    • Microsoft Exchange 2007, 2010, 2013, 2016.
    • Microsoft Databases 2008, 2012, 2016.
    • VMware Virtualization Infrastructure

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