LULA Safe Customer Support
| Support & Services |
Developer |
Production |
Enterprise |
| Pricing |
Free |
4-6% of monthly usage |
6% of monthly usage |
| P1 Response Time |
N/A |
3 hour (8/5) |
1 hour (24/7) |
| P2 Response Time |
N/A |
6 hours (8/5) |
3 hours (24/7) |
| P3 Response Time |
N/A |
9 hours (8/5) |
6 hours (24/7) |
| Onboarding and adoption resources |
N/A |
Offline support via ticketing system |
Dedicated single threaded support |
| Email Support |
N/A |
Yes |
Yes |
| Dedicated Support Engineers |
N/A |
N/A |
Yes |
| Live Chat Support |
N/A |
Yes |
Yes |
| Phone Support |
N/A |
Yes |
Yes |
| Business Review Meeting |
N/A |
N/A |
Quarterly |
| API Status Notification |
N/A |
Yes |
Yes |
Priority Levels
| Ticket Priority |
Issue Status |
Developer |
Production |
Enterprise |
| 1 |
Business Critical |
N/A |
Within 3 business hours |
Within 1 hour (24x7) |
| 2 |
Degraded Service |
N/A |
Within 6 business hours |
Within 2 hour (24x7) |
| 3 |
General Issue |
N/A |
Within 9 business hours |
Within 3 hour (24x7) |
Priority Level Categorization
The priority level of a ticket you submit is used to determine what your response time will be.
- PRIORITY 1, BUSINESS CRITICAL: Those applications that are in production will have this status. This is applicable when a complete loss of service or a critical feature that is unavailable with no feasible workarounds. This status is not applicable for development issues or staging environment issues.
- PRIORITY 2, DEGRADED SERVICE: This is applicable for intermittent occuring issues and degraded quality of service. In addition, this will apply if a workaround exists for business continuity. Does not include development issues or problems in staging environments.
- PRIORITY 3, GENERAL ISSUE: Includes product questions, feature requests and development issues.
