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

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

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

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