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.
The following table lists the key features of Standard Support
| Standard Support Features | Standard |
| 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 | |
| Weekly Onsite Support Engineer Visit |  |
| Offsite Support- Direct Contact Via Chat, Phone, Email | |
| OEM Firmware and Software Updates Installation | |
| 3 hour Maximum Onsite Response time for “Urgent” issues resulting from Product, Solution, Services Provided By LUMENAVE | |
| 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 | |
† 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