Lumigent Support Plans

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Available Support Plans

Lumigent Technical Support is provided under contract for the first year and can be purchased for additional years. Lumigent also offers per-incident technical support. The table below summarizes the technical support offerings. Maintenance can be re-activated. Re-activation pricing depends on how long you have been off maintenance and may include a license renewal fee. For more information about purchasing a support plan, contact our sales team.

The Lumigent Premium Support Plan and the Lumigent Support Plan entitle the customer to software updates as they become available. These plans do not include the cost of professional services required for a product upgrade. To receive a quote for upgrade services contact our sales team.

The Lumigent Preumium Support Plan and the Lumigent Support Plan provide access to technical support outside of regular business hours. A Technical Support Representative will be notified when a customer submits a P1 issue using the Lumigent support website. The Technical Support Representative will confirm the severity of the issue and reply to the customer via phone or email as quickly as possible. An additional charge will apply for Lumigent Support Plan members.

Name	Description	Annual Cost	Business hours charge	Off hours charge
Lumigent Premium Support Plan	Premium Support includes the same benefits as the Lumigent Support Plan plus access to an on call 24x7 Technical Support Representative	30% of product list price	(none)	(none)
Lumigent Support Plan	Priority telephone and e-mail support during business hours. Software updates as they become available.	22% of product list price	(none)	$300/ hour 4 hour minimum
Per Incident (must be current customer)	Hourly charge per incident. Includes diagnosis, recreation, and identification of problem and workaround or available patches or bug fixes.	(none)	$500/ hour 4 hour minimum	(none)

Note: Hourly rates are rounded up to the nearest hour.