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LANSA TECH SUPPORT: Service Level Agreement

2015

Overview

The LANSA service level agreement is defined to clarify what services are available and how you can expect to be supported. We pride ourselves on the quality of support provided in a timely fashion as described within this SLA.

Our tech support team consists of highly skilled and qualified LANSA personnel with an average tenure of 10+ years and, as such is capable of providing a depth of support rarely seen within the software industry today.

Where required they have direct access to our R&D center for researching and diagnosing software and operating system issues enabling us to provide a level of service which extends beyond the boundaries of our own products into the real world situations that our customers experience across the many platforms, operating systems and databases that we support.

Our support services are extensive and include:

Support portal: http://support.lansa.com This includes access to our knowledgebase, technical information, license information and helpdesk incident logging.

New release & Expedited Program Changes (EPCs): New release software (major releases and service packs), including implementation support. EPC’s (fixes & enhancements) are also available for download from the support portal.

“How ToOur support level provides how tosupport to accommodate specific and targeted advice for a given topic. This is not intended to replace education on LANSA products which is available in both web (eLearning) and classroom format. eLearning can be chosen as a discounted add-on with your maintenance. How to requests are handled on a time available basis.

Our support extends beyond our product stack and provides help and knowledge on the supported platforms we work with. Our remote support capabilities using Citrix’s GotoAssisttm allow us to provide hands-onsupport to your systems directly with you watching and learning from what we do.

Our consulting services can extend our support services to cover training on all our products, remote mentoring for detailed support on your projects and assistance on any project, task or technology you are working with. Our consultants can also augment your own staff to expedite and guide the completion of a project you are working on.

lansa sla 2015.doc

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