Flat-rate support (for all users) is provided to all Shared Hosting
customers. It is also an option for Dedicated Server customers. There are
two types of flat-rate support:Dedicated Support Options: Flat-Rate & Token-Based |
Flat-rate support (for all users) is provided to all Shared Hosting
customers. It is also an option for Dedicated Server customers. There are
two types of flat-rate support:
Both options offer essentially unlimited technical support by support ticket and telephone. The actual response time on each individual support ticket is based on:
A best effort is made to address all support issues as quickly as possible with respect to the relative priorities of the issues at hand. Generally, this means that non-emergency issues are answered in one hour or less during standard support hours (9am to 11pm Eastern Time, USA). However, unlike Token-based support, there is no guarantee on the response time of support for individual issues.
Token-based technical support is an option for
customers using LuxSci Dedicated
Servers or for those who have chosen our Platform software solution. It is not
available to customers with LuxSci shared email and/or web hosting
services.
With token-based support, customers pay for support on a per-question basis. The priority of the issue, assigned by the customer, determines the price of support. Token-based support is available to account administrators only. Account administrators are responsible for providing all direct communications, and therefore support, to their end users.
Additionally, with token-based support, inbound telephone support is not included. LuxSci may call token-using customers back as part of the followup to an issue, but LuxSci will not provide support on demand via inbound phone calls -- unless it is for an emergency issue and the customer authorizes the creation of and payment for an emergency support ticket.
LuxSci Dedicated Server customers may choose token-based support to eliminate recurring technical support fees. I.e., instead of paying $1000/mo for administrative support for 10,000 users, a Dedicated Server customer has the option of "token-based" support and only pays for support on an as-needed basis. Depending on a customer's technical resources and acumen, token-based support may offer cost savings in the long run.
LuxSci Platform customers' only option is token-based support. Platform customers have full administrative access to their servers, as well as to the LuxSci software, and generally provide routine support to their users. When additional assistance is required, token-based support is available.
| Option | Flat-Rate / Users | Flat-Rate / Administrators | Token-Based |
|---|---|---|---|
| $0.30/user/mo | $0.10/user/mo | Pay-as-you-go, $25 minimum per issue |
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Tokens:
The price of a support issue/ticket depends upon the kind of issue and the priority that the customer assigns to it. The possibilities include:
| Informational: | Informational tickets allow administrators to ask one or several informational questions on a single topic. Response time is within 3 days. Informational questions are designed to help administrators fill in the gaps in their understanding of LuxSci software usage, services, or configuration. Informational tickets are designed to supplement training sessions, not take the place of them; questions covered in an informational support ticket may be responded to with suggestions to take the respective training class. |
| Billing-Related: | Support tickets regarding billing questions related to payments for services and for selected types of account upgrades. Examples include: addition of DNS or domain registration services for a new domain, provisioning or deprovisioning of Premium Email Filtering services for a domain, ordering and installing an SSL certificate, asking questions about a billing statement, making account upgrades or downgrades. |
| Standard Support: | Ask LuxSci support staff to assist you with a single issue that your staff is unable to resolve themselves. These types of requests usually require some type of action or research to be done by LuxSci or are informational questions to which you require an answer sooner, rather than later. LuxSci guarantees that work will begin within 24 hours of the request and will resolve it or have a plan for resolving it within 48 hours. |
| Urgent Support: | LuxSci will begin working on the request within 4 business hours and will resolve it or have a plan for resolving it within 24 hours. |
| Emergency Support: | LuxSci will begin working on the request within 1 hour and will resolve it or have a plan for resolving it within 4 hours. Emergency support requests are limited to issues which are "mission critical". Mission critical issues are defined as those which affect the ability of your business to run or function on a minute-to-minute basis. |
*"Business Hours" are those between 9am and 11pm, Eastern Time USA.
Actual Token Cost Per Ticket
| Ticket Priority | Dedicated Server Customers | Platform Customers |
| Informational | Free | Free |
| Billing | Free | Free |
| Standard | 1 Token | 2 Tokens |
| Urgent | 3 Tokens | 5 Tokens |
| Emergency | 10 Tokens | 15 Tokens |
Platform customers have full administrative access to their servers and software and are able to perform common (and perhaps even uncommon) support tasks themselves. When they do have questions, these questions are usually more complex and require higher-tiered support assistance or more time to resolve than the support questions of a typical Dedicated Server Customer. For these reasons, the cost of Platform support is higher.
What happens if the designated time for the ticket response is not met? In that case, the support ticket is free -- any Tokens used for it are credited back to your account.
LuxSci provides Emergency support 24/7, 365 days per year to both Token-based and flat-rate customers. Emergency support is for "mission critical" issues only. Some examples of issues that may be mission critical include:
Some examples of issues that are not mission critical include:
Requests for emergency support which LuxSci determines are not "mission critical" shall be demoted to "Urgent" priority.
The following are common examples of issues that are either free or which need tokens to be covered.
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Free Issues
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Token-required Issues
|
If an issue is created using tokens and it is determined that it is a free issue, then those tokens will be credited back to your account. LuxSci management is the final decision maker in all determinations as to what is or is not "free support".
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Price for Dedicated Server customers