Technical Support

One year of maintenance and support is included in the purchase of a permanent LP360 license. At the end of the first year, you may elect to continue maintenance and support for an annual subscription fee.

Support Services

GeoCue will provide both online and telephone support. Online support requests must be made either through the support page of the GeoCue website (www.GeoCue.com), or via e-mail to a designated support e-mail address (support@lp360.com). Online support requests will be acknowledged within a minimum of 4 hours during business hours, or within the first 4 hours of the next business day. Telephone support will be provided through the main GeoCue phone number (256) 461-8289; however, support personnel may not be immediately available, and an acknowledging return telephone call can be expected within a minimum of 4 hours during business hours, or within the first 4 hours of the next business day. After an initial response, a full response to an issue will occur within 3 business days of the original request. Other online support requests may not necessarily receive a response in the manner described above.

Response

GeoCue responses will contain either a resolution of the error or a support plan describing the steps being taken by GeoCue, and any steps to be taken by you, to correct the error. If GeoCue requests further information about an error, any delay caused by the customer returning that information will not count towards the resolution time attributed to GeoCue. Information requested by GeoCue may include, by way of example and not limitation: sample data, configuration information, steps to repeat the problem, or examples of software output.

Updates

As part of the maintenance agreement, GeoCue will provide new versions, updates, or enhancements to current versions of the software. You are entitled to install new versions, upgrades, or enhancements as they become available, provided you re-assent to the then current End User License Agreement. There is no guarantee of a regular software update schedule, other than there will be at least one update release during any one year period of this maintenance agreement.

Business Hours

Business hours are 9AM to 6PM Monday-Friday, CST, U.S. federal holidays excepted. Individual customers may have these hours extended on a per-contract basis to take into account customers' geographical differences.

The Knowledge Base

A collection of informative documents pertaining to LP360 exists on GeoCue Group's Knowledge Base website (http://www.support.geocue.com/). Here you will find an array of articles concerning LP360 installation, licensing, updates, tools, tips, and workflows, as well as relevant case studies.

Technical Support contacts: