Lpcube Product
Support is to ensure that we quickly
respond to the defects identified
by our customers, work on the solution
and apply the necessary patch.
Key Deliverables
Free product support for one
year from the date of purchase
or during the period mentioned
in the contract. This is related
only to bugs or defects in the
product.
Response based on the severity
level with options for esclation.
Upgrade and product enhancements
during the support period. Annual
Maintenance Contract (AMC) can
be purchased at 20% of the origial
license price to extend the warranty
period.
Proactive support at regular
intervals and regular customer
satisfaction survey.
Need based onsite support will
be delivered at additional cost
Remote Management
Windows XP:
Remote Desktop Management or
PCAnywhere is required to provide
remote management of the knowledge
system.
Severity Level
For every support
request, we classify based on the
complexity level, identify the priority
and assign right people to respond
to the issue:
Level
Description
Response
(Days)
1
Urgent
Critical
-- A bug whereby your production
work has been stopped and no
alternative is available or
there is significant risk of
lost business opportunity or
competitiveness
1
2
Important
but not Urgent
A suspected or actual bug significantly
impacts your development and/or
production, but where an alternative
operation is available
5
3
Not so
important
A suspected or actual bug whereby
a software component is not
functioning as documented, but
does not impact production
case-to-case
Enhancement
Request : A function, feature,
method or mode of operation
that you would like improve
add to the product. If we accept
the enhancement, we could schedule
in line with our product release
plan.
Note: For quick response,
customers should either go in for
on-site support or remote support
options. In the case of remote support,
the customers should be comfortable
in providing the remote desktop
management option.
