Support model
Standard Support
For normal business applications with business-hours support and scheduled maintenance.
Enterprise Support
For organization-wide systems requiring expanded coverage, formal escalation, operational reviews and stronger service reporting.
Mission-Critical Support
For high-impact systems requiring contractually defined continuous coverage, rapid escalation, enhanced monitoring and executive incident communication.
Lizentia does not publish prices or exact commitments unless they are approved.
Severity model
Priority 1 — Critical
Production service unavailable or a severe business-critical function is broadly unusable with no reasonable workaround.
Priority 2 — High
Major functionality is materially degraded, but operations may continue through a limited workaround.
Priority 3 — Normal
Non-critical defect, limited user impact or service request requiring investigation.
Priority 4 — Planned
Enhancement, information request, configuration request or scheduled work.
SLA table
The fields below are CMS-controlled. Until approved values are entered, each field displays "Defined by contract." Lizentia never invents response times or uptime percentages.
| Coverage hours | Defined by contract |
|---|---|
| Initial response target | Defined by contract |
| Update frequency | Defined by contract |
| Restoration target | Defined by contract |
| Resolution target | Defined by contract |
| Escalation level | Defined by contract |
| Communication channel | Defined by contract |
| Root-cause-analysis requirement | Defined by contract |
Incident management
- 1Ticket intake
- 2Severity validation
- 3Assignment
- 4Technical investigation
- 5Workaround
- 6Restoration
- 7Resolution
- 8Communication
- 9Closure
- 10Root-cause analysis
- 11Corrective action
Escalation
The escalation ladder is configurable per account:
- 1Support analyst
- 2Technical lead
- 3Service-delivery manager
- 4Engineering or product leadership
- 5Executive escalation
Service requests
Incidents are distinguished from service requests:
- Access requests
- User administration
- Configuration requests
- Data requests
- Training requests
- Report requests
- Enhancement requests
- Consulting requests
Change and release management
- 1Change submission
- 2Impact review
- 3Testing
- 4Approval
- 5Release scheduling
- 6Communication
- 7Rollback planning
- 8Production validation
- 9Documentation
Maintenance
Planned and emergency maintenance follows defined windows, customer notifications and exclusions, with environment-specific requirements. Exact notice periods are contract-controlled, not published unilaterally.
Service reporting
- Ticket volume
- Severity distribution
- Response performance
- Aging
- Recurring issues
- Change activity
- Availability where measured
- Root causes
- Risks
- Improvement actions
Security incidents
Suspected security events follow a separate security-response and communication process governed by the applicable agreement and incident-response requirements. Lizentia does not publish an unsupported notification deadline — any notification commitment is defined in the signed agreement.
Business continuity and recovery
- Backup strategy
- Recovery planning
- Dependency mapping
- Restoration testing
- Customer responsibilities
- Cloud-provider dependencies
- Recovery objectives defined by contract
Recovery-point and recovery-time objectives are contract-defined, not invented.
Service credits
Any service credits, exclusions or remedies apply only when expressly included in a signed customer agreement. Lizentia does not publish credit terms outside that contractual context.