When creating a support request through our Service Desk, our Customer Support & Operations team will respond within the SLA detailed in the table below.

We aim to satisfy Customer Requests in the same business day and to guarantee a high Quality of Service. Thus, we will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond our control.

Business Hours

Our Customer Support & Operations team business hours are from 4am to 8pm GMT, Sunday through Friday (i.e. all week days except Saturday). Our Support Agents are constantly monitoring the Customer Portal and the support channels to respect the high priority of our customers, especially when it comes to critical incidents.

Support Channels

Clients can request support through one of the following channels:

  • Submitting a ticket on the Customer Portal through Service Desk (signup is required for new customers)
  • Sending an email to: help@lexzur.com

SLA

Type of Request

Priority

Definition

First Time to response

Time to Work-around by Remote Access

Time to Final Resolution by Remote Access

Incident / Bug


Critical

Your application is degraded. Users aren't able to perform their job function, and no workarounds are available.

20 Minutes

6 Hours

2 Business Days

High

A feature is unavailable, application performance is significantly degraded, or users job functions are impaired.

4 Hours

2 Business Days

5 Business Days

Medium

The application or specific feature isn't working as expected, but there is a workaround available. Users' experience is impacted, but their job function is not impaired.

4 Hours

3 Business Days

20 Business Days

Low

Typically smaller paper cuts such as cosmetic errors, or non-critical functionality not behaving as expected.

4 Hours

5 Business Days

20 Business Days


Our Standard Support Includes

  • Help with troubleshooting problems
  • Answering Support requests related to Lexzur modules & Licensing from both technical and functional perspectives. 
  • Bug Fixing: executing of minor patches remotely on client servers in order to fix Lexzur bugs or getting automatically the fixes when on-cloud.
  • Access to upgrades and new Lexzur versions for Lexzur on-server.

Our Standard Support Does Not Include

  • “On-Site” Support & Maintenance of Lexzur on client premises unless the client purchases on-site man-days.
  • Development requests, including custom code development or support for non-certified third party softwares.
  • For Lexzur on-server: Database integrity or server’s/networks performance issues, including tuning and technical optimization
  • Client Network topology or environment issues
  • For Lexzur on-server: Servers and hardware issues not directly related to Lexzur