Support Policy

Welcome to the description of LeanXcales' technical support. We understand that technical issues can vary in urgency and impact your operations. To ensure your peace of mind and uninterrupted business continuity, we've categorized our technical support services into four levels, each tailored to address specific concerns.

Technical support Coverage:

  • Urgent Tickets (L1)
    • The production environment is down
    • Data is lost or corrupted.
  • High Priority Tickets (L2):
    • The production environment is degraded
    • The production environment has major functional issues
    • The production environment suffers from major performance problems
  • Regular Tickets (L3):
    • Development, Testing, and Preproduction environment issues
    • Minor performance issues
    • Minor functional issues
  • Low Priority Tickets (L4):
    • New features and enhancement requests
    • Configuration and installation questions
    • Doubts
    • License questions

LeanXcale's dedicated support team meticulously analyzes each issue and assigns a severity level based on their criterion, ensuring your concerns are appropriately prioritized and managed.

Technical challenges can vary in urgency, so we offer two distinct levels of support to ensure your systems are always in safe hands:

  • Standard Technical Support (8x5x220)
    • Urgent Tickets (L1): 4 business hours - (phone, mail, tickets)
    • High Priority Tickets (L2): 8 business hours - (phone, mail, tickets)
    • Regular Tickets (L3): 1 business day - (mail, tickets)
    • Low Priority Tickets (L4): 3 business days. - (mail, tickets)
  • Premium Technical Support (24x7x365)
    • Urgent Tickets (L1): 4 hours - (phone, mail, tickets)
    • High Priority Tickets (L2): 8 hours - (phone, mail, tickets)
    • Regular Tickets (L3): 1 day - (mail, tickets)
    • Low Priority Tickets (L4): 3 business days - (mail, tickets)

In conclusion, LeanXcale's technical support is designed to provide a comprehensive and tailored solution for all your technical challenges.

Our dedicated support team goes the extra mile to analyze and assign a severity level to each issue, ensuring your concerns are managed with the utmost attention and expertise. LeanXcale is your reliable software vendor.