Annual support plan

EnlightKS offers a genuinely premium support service, where individual calls are answered in person, and assistance and advice is provided on the practical aspects of how to achieve the required results with any of the Lectora products, in addition to the resolution of technical queries.

In this way we are able to save our clients considerable development time by providing the benefit of our collective expertise gained with our extensive client-base over a significant period of time.

We will provide first-line product support for the duration of any agreed support plan, this includes access to EnlightKS support by:

  • Phone
  • Fax
  • Email
  • Web portal

Technical support available 09.00 – 17.30, Monday to Friday excepting United Kingdom public holidays.  All support provision is based upon our service level agreement, which is as follows:

Initial response

When a query is first reported, we undertake that:

  • All calls will always be answered in person during office hours (answer-phone at other times)
  • Answer-phone messages, faxes and Emails will be answered initially within 1 working hour of receipt (i.e. by 10.00 am UK time if received overnight)

The aim is to achieve minimum 75% “first-time fix” for all initial responses.

On-going response

Where “first-time fix” is not achieved:

  • The caller will be given a definite “call-back” time (not exceeding 1 working day)
  • All calls will be returned by (or before) the agreed “call-back” time
  • During this period the support function will attempt to resolve the problem and/or provide the requisite advice

The aim is to achieve minimum 90% “first-line support” (that is to say, fixed by EnlightKS) fixes.

Support escalation

Where “first-line support” fix is not possible:

  • Problems/queries will be escalated back to Trivantis or software developer as appropriate
  • Support will maintain ownership of the problem and ensure that all subsequent “call-back” promises are honoured

The aim is to progressively reduce (month-on-month) the average time to resolve escalated queries.

Lectora is a registered trademark of Trivantis Corporation, Camtasia and Snagit are registered trademarks of TechSmith Corporation, Flypaper is a trademark of Flypaper Studio. Camtasia and Flypaper are used with the permission of TechSmith Corporation.