We are committed to delivering enterprise-class support with a single objective in mind: your success. Support is offered as part of any solution developed by Lighthouse.
Our SaaS support is offered around the clock to ensure you have access from your web browser anywhere the internet is available. And, as the platform handles software deployment and platform upgrades, this allows you to focus on running your business.
We offer support packs that can be used at our Customers discretion and to suit their operational needs.
Lighthouse operates a service desk to provide support to customers for logging, managing, resolving and reporting on any support issues logged. The service desk provides a single point of contact for our customers, eliminating the need to remember multiple points of contact.
Incidents that are not immediately resolved by the service desk will be prioritised based on the impact to our customers business processes and the maximum downtime per failure/incident. SLA's are available, based on the solution in place and appropriate to managing risk and criticality. Lighthouse will ensure that our support services response times and resolution times are mutually agreed upon.
Lighthouse follows ITIL 3 based processes and procedures for our support services. It is the responsibility of our service desk to:
