Logidex Service Center

Customer Support

Login to PERFSLogin to your PERFS Account

Where to find logs

Monday – Friday
8:00am – 6:00pm CST

Note: Support will not be provided on designated holidays (except by prior special arrangements). Those holidays include: New Years Day, President's Day, Memorial Day, July 4th Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve day, Christmas Day.

Email Us

Email us at: support at logiclibrary.com

Call Us

Note: All phone calls are for critical outages only.


Primary Customer Contact Names

Each customer will have a System Administrator and backup registered with LogicLibrary. These people will be the primary interface into LogicLibrary for reporting problems or asking questions. LogicLibrary does not provide end-user help-desk support for general users.

Logidex Technical Support Program

Ensure your Logidex installation is Up To Date
Keep your Logidex installation up-to-date in order to take advantage of new, important Logidex capabilities as they become available. In addition, your expedient upgrade will ensure that you remain in compliance with your Logidex support agreement.

Technical Support Agreement Compliance
LogicLibrary fully supports the current major release of Logidex (n) and all related service packs. In addition, we continue to support the previous major release (n-1) at its most recent service pack level. When a new release of Logidex is announced, if you were at n-1, this becomes n-2 and you are no longer compliant with your support agreement. However, we do provide a three month grace period of support to assist you with planning and executing your upgrade.

For example, when Logidex 5.0 is announced, you should ensure that you are at least at the most recent service pack of Logidex 4.x. Next, begin planning when you will upgrade to Logidex 5.0. If you are at Logidex 3.x, you will have three months of support from the LogicLibrary support team to assist you with this effort.

Third Party Product Support
The cutting edge features of Logidex require us to continually update our support of third party products as technology improves. As you are aware, these requirements must also be managed as you plan your Logidex upgrades.

Changes to our third party product support are announced ahead of time, to enable you to begin planning. You are also notified of these requirements with the release in which they become effective.

How we can help
We strongly encourage you to take advantage of each upgrade in a proactive, planned fashion. The release notes made available to you with each release provide upgrade information and explains what functionality is included with the upgrade. In addition, the LogicLibrary support team stands ready to provide any information and assistance you require.

If you are not currently at the most current point release of Logidex for your production and pre-production environments, please contact Support to discuss the steps necessary and get answers to any questions you may have. We are happy to assist with your upgrade planning.

 

Severity Definitions and Response Times

The following definitions will be used by LogicLibrary to respond to problems and/or defects:
 

Severity

Type of Problem or Defect

Response Time Criteria

Critical
  • System outage or major function is inoperative.
  • Customer's ability to access their data is impacted
  • 2 hours
  • Objective to have fix, patch, work-around or some other customer acceptable resolution in place within 24 hours
  • Daily checkpoint conference calls between customer and LogicLibrary until a work around is in place or the problem is resolved.
  • LogicLibrary support called immediately (24x7), LogicLibrary Manager of Operations notified immediately. Customer Support Contact notified immediately.

High
  • System or major function has significant restriction in functionality or usage. Problem can be worked around, but requires significant effort from customer or LogicLibrary reps on an ongoing basis.
  • Generally won't fall below SLA threshold, but it does represent a serious problem that needs to be quickly addressed.
  • 24 hours
  • LogicLibrary Support called immediately, and initial response to the customer within 24 hours (sooner if possible and as the situation is understood).
  • Objective to have patch or work-around or some other customer acceptable resolution in place within 7 days, and a fix in the next service pack.

Medium
  • System or function has a minor restriction that the customer or user can easily work around without on-going help from LogicLibrary.
  • 7 days
  • Problem reported via email anytime, or phone contact during normal business hours
  • Objective is to incorporate the fix into the next major version/release.

Low
  • Minor problem, possibly an annoyance, but does not functionally hinder the customer.
  • LL Discretion
  • Fix may be incorporated into a major version/release. However there is no commitment to fix every reported problem.

Defects

A problem is considered a defect when the LogicLibrary software fails to function as designed. On the client side, support is provided for the LogicLibrary products and OEM bundled software only.

Defects that can be fixed by LogicLibrary will be corrected according to the guidelines above. Defects in the pre-requisite products will be handled according to the support agreements with those vendors. LogicLibrary will make good faith efforts to provide workarounds to defects in pre-requisites where possible and practical.

Defect Closing Codes

Definition

Resolved in release x.y.z

Reported defect is valid and has been/will be resolved in the specified release.

Invalid

Reported defect is invalid due to user error or other non-product cause.

New Requirement

Reported defect is not within the current scope of Logidex supported functionality and should be documented as a new functional requirement via the Logidex PERF system.

Insufficient Information

Reported defect has insufficient information to determine its resolution and will be closed as such if customer is unable to provide further defect-related information.