Technical Support Policies

Last Updated 9/10/2017

Support Terms

“You “ and “Your” refers to the person or company that has an active contract for subscription services with Logiware.

A "Program Update" is a release of the program, module, or system to correct bugs, improve performance/security, improve the programs functionality, certify integration with third party software, modify data.

Technical support is the support provided by Logiware to help and assist users with using the software (See further definition below).



General Information

To receive technical support you must be subscribed to Logiware software and payment must be in good standing.

Logiware will provide technical support in accordance with Logiware’s privacy policy available at http://www.Logiware.com/html/privacy.html.

These Technical Support Policies are subject to change at Logiware’s discretion, however the services provided will not be materially reduced during the support period (defined below).



Support Period

Technical support is effective upon the effective date of your Subscription Contract with Logiware. Technical support will be in effect for the same period your subscription service is in effect and will expire at the same time your subscription service expires or is terminated.



Program Updates

To receive program updates, you must be subscribed to the program that is being released. If the program is included in your subscription and your subscription is active and in good payment standing, then the program update will be provided to you at no extra charge and will be included in your subscription.

Updates are provided when available, and Logiware is under no obligation to develop any future programs or functionality except for program updates to correct bugs, which will be addressed as quickly as possible taking into account the severity and resources available.

Before a program update is applied to your access environment, you will be notified and release note documentation will be provided to you describing the changes included in the program update. The date that the update will be made will also be communicated in this notification. You have the option to delay the program update for 30 days. This is intended to allow time to address any potential issues that might be caused by the program update. Logiware will work with you as much as reasonably possible to address any of these issues and modify the program update where possible. After 30 days, Logiware reserves the right to apply the program update to your access environment.



Right to De-support

It may become necessary as a part of Logiware’s product lifecycle to de-support certain programs. Therefore, Logiware reserves the right to de-support certain programs, product releases, and product updates. De-support information, including de-support dates, information about availability of Extended Support and Sustaining Support, and information about migration paths for certain features will be posted on Logiware’s Website and/or provided to you in advance.



Customer Support and Logiware Support

It is the recommended standard that you establish and maintain the organization and processes to provide your own Customer or “First Line Support” for Logiware programs directly to your users. Customer or First Line Support includes the following:

  • User supporta with respect to issues concerning the user’s hardware, operating system, web browser, Adobe Acrobat, network connection, internet provider, or other issues related to the user’s PC, laptop, pad, or mobile device.
  • User support with respect to workflow and operational processes and procedures as they relate to using the Logiware programs and system.
  • Reviewing online documentation, user manuals, help, and troubleshooting information in an attempt to resolve the issue.
  • Analysis and gathering of necessary data, screen shots, and other information to help diagnose problems or issues with the Logiware programs or system.

If after some reasonable effort you are unable to diagnose or resolve problems or issues with the Logiware program or system, then you should contact Logiware for Logiware Support or “Second Line Support”. You should use commercially reasonable efforts to provide Logiware with the necessary access to users and information required to provide Second Line Support.

Logiware Support or Second Line Support includes the following:

  • Assistance with the functional use of the software – assisting users when they are having difficulty with how to use the software features and functions in a specific situation.
  • Fixing bugs – making data or program changes in the system to correct bugs.
  • Data setup – assisting users with how to setup reference and operational data to enable the software features and functions to work properly.
  • Technical analysis and interpretation – assisting users in analyzing the source or root cause of an issue with the software, or interpreting error codes and messages from the programs to help identify the source or cause of an issue.


Logiware Support Process

The process followed by Logiware for Second Line Support is outlined below:

  • A Help/Support Desk will be maintained by Logiware during Support Hours comprised of functionally and technically trained individuals called Support Specialists.
  • The Support Specialists will receive issues from users via email, internet chat, or phone.
  • The user will receive a confirmation email back that the issue was received and logged into the Logiware Issues Tracking System (MANTIS).
  • The Support Specialist will categorize the issue as either a SUPPORT item or an ENHANCEMENT REQUEST and assign a severity rating to the issue.
  • If the issue is an ENHANCEMENT REQUEST then it will be marked as such in MANTIS and will be reviewed during the next review meeting with the Customer contact.
  • The Support Desk will work on the SUPPORT issues in the order of highest severity first.
  • If the SUPPORT issue cannot be resolved by the Support Specialist and requires a programmer or other specialized resource to correct, then the MANTIS ticket will be assigned to the programming or other resource for resolution.


Support Hours of Operation

Logiware Support hours are from 12:00AM to 9PM EST (all hours except 9PM to 12:00PM EST), but are subject to change based for holidays and severe weather. Logiware will make best effort to communicate any changes in advance.



Methods for reaching Support

Logiware supports the following methods of communication for reaching the Support Desk:

  • Email – you can email issues to support@logiwareinc,com.
  • Chat – the following chat methods are supported:
    • o Trillian – logiware.support
    • o AOL - logiwaresupport
    • o Google – logiware.support
  • Phone – 770-884-7948 (Ask for Support)


Service Level Agreement for Technical Support

Support issues will be prioritized based on the severity and business impact of the issue and are subject to being reprioritized as new requests are received. If the severity and impact are within the same classification, then requests will be prioritized in the order in which they are received.

  • Reasonable efforts will be made to respond to service requests per the following guidelines:
    • 90% of Severity 1 support issues will be responded to within 1 hour.
    • 90% of Severity 2 support issues will be responded to within 2 hours.
    • 90% of Severity 3 support issues will be responded to within the next local business day.
    • 90% of Severity 4 support issues will be responded to within the next 3 local business days
  • If the support issue is not responded to within the time guidelines above, then the issue will be escalated to the Support Manager and Division Director.


Severity Definitions and Process

Support Issues may be submitted by you online through Logiware’s web-based customer support systems, by email, or by telephone. The Support Issue severity level is based on the following definitions:



Severity 1

Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. A Severity 1 Support Issue has one or more of the following characteristics:

  • Data corrupted
  • A critical documented function is not available
  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  • System crashes, and crashes repeatedly after restart attempts

Reasonable efforts will be made to respond to Severity 1 Support Issues within one (1) hour.

24 Hour resolution commitment to Severity 1 Support Issues: Logiware will work 24x7 and make every reasonable attempt to resolve the issue within 24 hours. You must provide Logiware with a contact during this 24x7 period to assist with data gathering, testing, and applying fixes.



Severity 2

You experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Reasonable efforts will be made to respond to Severity 2 Support Issues within two (2) hours.

72 Hour resolution commitment to Severity 2 Support Issues: Logiware will work until the issue is resolved and make every reasonable attempt to resolve the issue within 72 hours. You must provide Logiware with a contact during this period to assist with data gathering, testing, and applying fixes



Severity 3

You experience a minor loss of service. The impact is an inconvenience, which may require a workaround until functionality is restored.

Reasonable efforts will be made to respond to Severity 3 Support Issues within the next business day.

1 Month target commitment to Severity 3 Support Issues: Logiware will review and set the priority and release schedule with you in accordance with other issues and target resolving the issue within one month taking into account other priorities.



Severity 4

You request information, an enhancement, or documentation clarification regarding your software but there is no impact on the operation of the software. You experience no loss of service. The result does not impede the operation of a system.

Reasonable efforts will be made to respond to Severity 4 Support Issues within the next 3 business days.

The issue will be prioritized and put into a release schedule according to the customer’s priorities and available resources.