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Important Support News
Level 1 support issues are covered under the annual maintenance of a product that was purchased through Lagen Spatial. If a client holds a current annual maintenance contract or has a current MAPS program with Lagen Spatial then there is no charge for level 1 support issues. Each Level 1 support case will be investigated to ensure it relates specifically to a product or service provided by Lagen Spatial.
Below are items that fall within the level 1 support category:
- Level 1 support includes within the project scope issues that arise from the standard installation process performed by Lagen staff.
- Procedures or processes developed by Lagen Spatial to specific end-user guidelines that do not produce the documented or intended outcome are also covered under the Level 1 support.
- Faults in a standard product will be handled at the first level support.
Level 2 support issues are not covered under the annual maintenance contracts and therefore will incur a service fee.
Below are items that fall within the level 2 support category:
- Any assistance given to produce end-user developed procedures will be charged at the standard rate.
- Any product usage procedures that fall outside standard training procedures will be charge at the standard rate.
- All other issues that fall outside the Level 1 support will be charged at the standard rate.
- Each support issue must be received by Lagen Spatial from 1 nominated contact from the client.
For information on our standard support service fees contact your account manager or email: info@lagenspatial.com.au
Lagen Spatial also offers 12 month support packages, for more information please contact your account manager or email: info@lagenspatial.com.au
Anyone contacting Lagen Spatial for support that do not hold a current AMC with Lagen Spatial will incur the standard service fee for both level 1 and level 2 support issues.