1. Summary
This article outlines Locusview's support business hours, responsibilities, and Service Level Agreement (SLA). It also provides details on the communication methods available to end-users and what they can expect when contacting support.
2. Support Hours and Details
Support Hours
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Standard Hours: 8:00 AM - 7:00 PM EST
- Support is available via phone, email, or text for customers with an active agreement and order form with Locusview.
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Emergency Support: 24/7/365 coverage
- Available via phone only at 312-548-3848 for Severity 1 issues.
Response and Resolution Times
Locusview will use commercially reasonable efforts to respond to issues as per the severity levels and response times outlined below:
| Severity Level | Description | Initial Response Time (Business Hours) |
|---|---|---|
| Severity 1 | Critical Business Impact: Platform or major feature outage. Customer’s production use of the Software has stopped or has been so severely impacted that the Customer cannot reasonably continue work. There is no workaround available. For Severity 1 problems, Locusview will handle the issue under its highest priority. Customer personnel must be made available in Severity 1 situations and reasonably cooperate to help resolve the issue. Severity 1 problems could have the following characteristics: an uncontrolled termination of the system, corruption or unexpected data loss, compromised security, failure of critical product component(s). | Within 1 Hour (Same during non-business hours for Customers that purchased 24x7 support and call in) |
| Severity 2 | Significant Business Impact: Important product features are unavailable. Customer’s production use of the Software is functioning with limited capabilities or is unstable with periodic interruptions. There is a workaround. Severity 2 problems could have the following characteristics: product error or feature failure, severely degraded usability, functionality is unavailable, but the platform is able to operate in a restricted fashion. Users cannot login. | Within 2 Hours |
| Severity 3 | Minimal Business Impact: Nuisance issues or questions about product functionality. Minor function or feature failure that the Customer can easily circumvent or avoid. Customer’s work has minor loss of operations functionality. Severity 3 problems could have the following characteristics: error message with workaround, minimal performance degradation, incorrect product behavior with minor impact, questions on product functionality or configuration during implementation. | Within 8 Hours |
Notwithstanding anything herein to the contrary, except as otherwise expressly set forth herein, the Target Response shall not apply to services requested as a result of, or with respect to, causes that are not attributable to Locusview or the Software; provided that Customer may request that Locusview provide services with respect to the foregoing for additional fees and pursuant to additional written terms agreed to by the parties.
Hardware Technical Support and Maintenance
Company shall respond to problems with the Leased Hardware in accordance with when the help desk ticket is submitted. Locusview will use commercially reasonable efforts to provide technical support and service levels for the Hardware as follows:
- Requests for replacement Hardware must be submitted to Locusview by 2pm EST Monday-Friday in order to guarantee next business day delivery. Any request submitted after 4:30pm EST Monday-Friday will not be shipped out until the following business day.
3. What to expect?
Phone
- Locusview uses Aircall as its preferred phone communication vendor.
- Customers calling 312-548-3848 will be guided through a phone tree to connect with the appropriate support team member.
- Support is available in English and Spanish.
- Voicemails:
- Include your name, company, issue description, and contact information.
- Calls without voicemails will not receive a callback.
- After business hours Locusview will dedicate Support Engineers to an "On-Call" service, making support engineers available for emergencies.
- End-users should NOT contact after business hours for basic and simple requests (e.g. resetting passwords)
Text
- Customers can text the support line at 312-548-3848.
- Support team monitors texts during standard hours and responds per SLA.
- Pictures and documents can be sent via text for additional clarity (no video supported)
- Customers can email support@locusview.com for assistance.
- Emails are monitored during standard hours, and response times follow the outlined SLAs.