Product Maintenance and Support Policy

Lombardi provides product support and upgrade rights for the following products included with standard maintenance fees:

Teamworks (including releases branded as Teamworks Enterprise and TeamWorks)
Teamworks for Organizational Management
Teamworks for Microsoft Office 2003
Teamworks for Microsoft SharePoint 2003

Upgrade rights includes access to new releases of licensed software. Please contact your sales representative for information about Lombardi's standard end-of-life product policies.

Product Support Coverage

Lombardi Product Support is designed to cover product issues. Additional offerings and services are available for customers that want process design and development guidance. Please refer to Lombardi's additional service offerings.

Supported Questions/Issues:Questions/Issues Not Covered by Standard Product Support:

Issues with Standard Installation
Product Configuration Questions
Problem Diagnosis
Product Issues
Enhancement Requests

Non-Standard Installation Support (see LODA offerings)
Development Support / Implementation Questions (for "How do I ..." questions,
see LODA offerings)
Implementation and development of security rules and policies
Process Improvement/Design Techniques
*Third-party software

Third Party Software can include, but is not limited to, Teamworks supported platforms such as JBoss, WebSphere Application Server, WebLogic, Microsoft SQL Server, Oracle Database, and IBM DB2.

Response Times

Lombardi offers Standard and Premium Support Packages. With the Premium package, you will receive a response from the Lombardi Support Team within 2 hours (24x7) of submitting a Severity 1 issue. Please be advised that if an issue has been corrected in a release of any type (including major, minor and service pack releases) you must install and implement the applicable release. A temporary fix or workaround may be provided if there are no current releases in which the issue is corrected.

Type of
Support Plan

Severity 1
Issues

Severity 2
Issues

Severity 3
Issues

Severity 4
Issues

Severity 5
Issues

Coverage Hours

Premium

Standard

2 Hours

2 Hours

4 Hours

4 Hours

8 Hours

8 Hours

16 Hours

16 Hours

N/A

N/A

Standard Business Hours
24x7 for Severity 1

Standard Business
Hours

Region:Standard Business Hours:

Americas

Asia Pacific

Europe

Monday-Friday 8:00AM - 6:00PM Central Standard Time (CST)

Monday-Friday 8:00AM - 6:00PM New South Wales (UTC+10)

Monday-Friday 8:00AM - 6:00PM Central Euro Time (CET)

Severity Definitions

When submitting a service request, you will be required to determine a severity level. Please refer to the following definitions to make this determination:

Severity 1
A Severity One Production error means the production Software is severely impacted or completely shut down. A Severity One non-Production error means Software is in final testing, facing a critical time frame of going into production use and is severely impacted.

Severity 2
A Severity Two error means (i) the production Software is functioning with limited capabilities, or (ii) is unstable with periodic interruptions, or (iii) there is a time sensitive question impacting performance or deliverables, or (iv) a major subsystem under development is blocked.

Severity 3
A Severity Three error means there (i) are errors in fully operational production Software, (ii) is a need to clarify procedures or information in documentation, or (iii) there are errors in development.

Severity 4
A Severity Four error is a question on the use or functionality of the Software.

Severity 5
A Severity Five error is an informational message or feature request.