GENERAL REGULATIONS 1.1 LabTech Software, LLC provides support services to the company's partners and customers of LabTech Software products. The LabTech Software technical support service helps to settle problems outlined in this document according to the established Service Level Agreement. 1.2 Before you address your question to the technical support service, you should study all the reference information available about your problem in the Documentation, FAQ, LabTech University, LabTech TV and search the user forums. 1.3 Questions that are out of the scope of technical support should be directed to our consulting or training departments. Please contact your Account Manager for more information. 1.4 LabTech Software, LLC technical support does not provide implementation, training, consulting, development or hosting services. SERVICE LEVEL AGREEMENT 2.1 Technical support requests are classified in several service levels (SLA Service Level Agreement). The service levels differ in response time and other parameters; also depending on technology area and/or operating level agreement with third party vendors. 2.2 Technical support requests are processed on a first come, first served basis. Maximum response period is defined by the defined service (SLA) level. Priority 1 and 2 requests that require immediate response or direct help of tech support specialists may be processed out of turn. The problem solving period depends on the request urgency level, problem complexity and the potential need to hand the request over to the development department. 2.3 The technical support service cannot guarantee the fixed problem solving period because there are a number of influencing factors: client s timely replies; response time of a third party company; the need to prepare and release a software update, etc. 2.4 The response period depends on the current technical support service workload and can take less time than stated in the regulations. Sometimes, a problem can be solved immediately upon the receipt of a request or additional information from a client or user. The response of technical support specialists should never exceed the maximum response time defined for a given support level. In this or a similar situation, making a phone call to the sales department or creating posts in the forum has no practical consequence because it will not accelerate the problem solving process. The maximum response times are defined below. 2.5 The following support service levels are provided by the LabTech Software technical support team: Partners and Commercial Partners General software operation problems. General questions about the LabTech Software installation and configuration. The maximum response time is 24 hours on business days. Service+ Partners This support level is offered to customers who purchased the Premium or Service+ editions of consulting and/or support. Service+ requests are to be used in urgent cases concerned with the product development and site operation. The maximum response times for Service+ requests is 4 hours and are assisted 24 hours a day, 7 days a week.
SLA LEVELS Level Relief Resolution Follow Up Red Orange Yellow Provide Partner relief from the problem within 1 Business Day. Provide the Partner relief from the problem within 2 Business Days. Provide the Partner relief from the problem within 3 Business Days. 3.1 Priority 1 (Red) Critical Impact/System Down Bug resolution provided within 14 business days.* Bug resolution provided within 21 business days.* Bug resolution provided within 28 business days.* Partner will receive a follow up communication regarding a Priority 1 (Red) Case from LabTech Technical Support within 24 hours. Partner will receive a follow up regarding a Priority 2 (Orange) Case from LabTech Technical Support within 5 days. Partner will receive a follow up about a Priority 3 Case from LabTech Technical Support within 10 Business days. Provide the Partner relief from Bug resolution provided Partner will receive a follow up about a Priority 4 Case from Blue the problem within 5 Business within standard LabTech LabTech Technical Support within 15 Business days. Days. release cycle* * LabTech Software reserves the right to adjust delivery of code based on resolution in accordance with LabTech Software Release Cycle. Overview Production stoppage due to product or major feature failure, or data corruption Qualifying Conditions LabTech server completely unusable Redirector not working on at least half of the systems in service LabTech related issue that affects impending billing LabTech related issue causing a stoppage for partners of the partner SLA Provide Partner relief from the problem within 1 Business Day Bugs resolution provided within 14 business days* Partner will receive a follow up communication regarding a Priority 1 (Red) Case from LabTech Technical Support within 24 hours Expectations Requires maximum effort from LabTech and Partner, until an emergency fix or bypass is developed and available Critical situations may require both Partner and LabTech personnel to be at their respective work locations on an around the clock basis
3.2 Priority 2 (Orange) Serious/Urgent Significant business impact Overview Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited. Qualifying Conditions Service interruptions to some, but not all, partners or techs Time sensitive issue reported by partner, which may affect billing, monitoring, or productivity The Partner is severely impacted by this issue and is requesting that the issue be resolved in an escalated fashion In a production system, important tasks cannot be performed, but the error does not impair essential operations SLA Provide the Partner relief from the problem within 2 Business Days Bugs resolution provided within 21 business days* Partner will receive a follow up regarding a Priority 2 (Orange) Case from LabTech Technical Support within 5 days Expectations Requires intensive effort support until an emergency fix or bypass is developed and available Critical situations may require Partner and LabTech personnel to be at their respective work locations on an aroundthe clock basis 3.3 Priority 3 (Yellow) Low\ Minor impact Overview Minor feature/product failure, convenient workaround exists\minor performance degradation\not impacting production Qualifying Conditions System is up and running, but the problem causes significant impact. Workaround exists, but it is only temporary The software still functions in the Partner s business environment, but there are functional limitations that are not critical in the daily operation Does not prevent operation of a production system, or there could be minor degradation in performance Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions Important to long term productivity SLA Provide the Partner relief from the problem within 3 Business Days Bugs resolution provided within 28 business days* Partner will receive a follow up about a Priority 3 Case from LabTech Technical Support within 10 Business days
3.4 Priority 4 (Blue) Standard\Informational Overview The issue consists of "how to" questions including issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions Qualifying Conditions Problem does not have significant impact to the Partner or functionality that is not important and infrequently used There are no extenuating circumstances that would require this issue to be resolved outside of the normal software development process The problem causes little impact on your operations or a reasonable work around for the problem has been implemented The problem results in minimal or no interruptions to normal operations (no business impact) Non critical, Minor loss of application functionality or product feature question Minor infractions including documentation or cosmetic error not impacting production Functionality does not match documented specifications Service enhancements requests SLA Provide the Partner relief from the problem within 5 Business Days Bugs resolution provided within standard LabTech release cycle* Partner will receive a follow up about a Priority 4 Case from LabTech Technical Support within 15 Business days
CHAT SUPPORT SLA 4.1 Purpose and Priority (Chat) LabTech chat is intended to provide individuals with an online, interactive method to request and receive basic information and troubleshooting assistance. Support is provided on a first come, first served basis. Incoming chat requests to LabTech support will be answered on a first come first serve basis and may be queued for response as technicians become available. 4.2 Individuals Supported (Chat) LabTech chat is intended for partners, prospects and trials of LabTech who have an active subscription, trial or demo license. 4.3 Scope of Service (Chat) LabTech chat is intended to offer quick assistance on simple questions. Technicians will attempt to address any issue that an individual might call LabTech Support for or open a normal ticket via email/portal. LabTech chat can provide a status on an existing ticket. However, if that ticket needs further work that is outside the scope of the chat session or requires referral to another department, the request will be transferred to dispatch. Individuals asking complex questions that will require in depth troubleshooting, configuration or instruction may be transferred to an engineer with availability for the subject matter, or transferred to dispatch for scheduling purposes. High priority issues such as server downs or critical business affecting conditions will be transferred to dispatch for proper handling. Chat sessions are intended for LabTech to offer quick assistance and may not be the most efficient method to handle complex troubleshooting situations. If such a complicated session lasts longer than 15 minutes, we may refer or transfer the request for service as outlined above. If a chat session goes 10 minutes or longer without a response from partner, we reserve the right to end the chat in order to provide prompt service to all waiting chat sessions. Chat availability is 24/7; we do reserve the right to triage chat service based on the need to meet complex or server down issues. If chat service is unavailable, please call or email via normal methods for contacting support.
TECHNICAL SUPPORT SCOPE 5.1 The following problems are outside of the technical support scope: Training Consulting Implementation Custom Solutions Development Product Management 5.2 Product Updates & Maintenance The following topics are within the scope of technical support: Investigation and elimination of license key problems occurring during software update. Detection and elimination of problems that might be caused by an incorrect product update installation process. The following topics are outside of the technical support scope: Managed upgrades or migrations 5.3 LabTech Software Products Errors *The following topics are within the technical support scope: Errors caused by the LabTech that are unrelated to environmental, hardware, or OS errors *The following assumptions are assumed: Issues affecting less than 5% of your installed agents can be classified as environmental Issues deemed intermittent or cannot be replicated can be classified as environmental The following problems are outside of the technical support scope: Environmental, Hardware, or OS errors not caused by LabTech. 5.4 Development Questions The following problems are within the technical support scope: Explanation of general principles of integration of LabTech Software products in the design using the software documentation or training materials. The following problems are outside of the technical support scope:
Consultation on general principles of programming Implementation of custom, user defined logical operations and algorithms Diagnosis of any 3rd party software code or any of its components Development of custom components or scripts and software modules Modification of code of the existing system modules or components to adapt them for specific business tasks 5.5 Miscellaneous Questions The following problems are within the scope of technical support: Explanation of functions of the system modules not included in the documentation Software licensing policy explanation LabTech Software built in system security enhancement questions The following problems are not within the technical support scope: Requests for development of new product features or product improvement requests: Featurerequest@labtechsoftware.com Requests for additional product documentation: documentation@labtechsoftware.com Requests for additional training, walk throughs, video issues, or university questions: documentation@labtechsoftware.com SUPPORT TECHNOLOGY SCOPE 6.1 Agent Installation Configuration Communication Download issues from web portal Entire agent communication loss Errors during installation Agent communication related to non environmental or machine specific issues Agent installation issues related to non environmental or machine specific issues 6.2 Network Probe Normal probe setup and configuration Normal agent deployment via network probe
6.3 User Management User creation User deletion User permissions 6.4 Client Management Client creation Client deletion Client permissions Normal client management including onboarding Scheduling of scripts at a client level 6.5 Group Management Group creation Group deletion Group auto population Assigning monitors to groups Assigning scripts to groups 6.6 Templates Template creation Template deletion Template settings Assigning templates to groups Assigning schedules to templates 6.7 Computer Management Screen Viewing computer management screen Using info from computer management screen Screenshots from computer management screen 6.8 MySQL Database MySQL normal functions: database running, database connectivity Aid in improving performance via basic settings for MySQL or server OS/hardware recommendations Assistance with any LT provided tool for managing database or performance Slow performance diagnosis General stability and reliability Nightly LabTech system backup MySQL won't start Damaged Databases / Recovery Server down situations due to database problems: not starting, not connecting, oversize database, other issues causing database to not function or to function badly 6.9 Reports
Normal report functions: running, scheduling and emailing Connectivity of reports to database Correct information being presented in reports 6.10 Backup (Third Party) New installation via LabTech script; no previous backup software can exist on target machine Failed installs via LabTech script that is not due to OS or hardware faults on the part of the target machine Detection of new and existing installs via LabTech plugins New backup job setup and management from backup plugin Issues past direct interface with Labtech, serve as concierge to third party vendor Installation of the plugin 1st level support of what we are obligated to LT Backup and 3rd party vendor backups (does not include the nightly database backups) 6.10.1 StorageCraft Integration Scope 1. Installing SP 3.5 or 4.x.x via LT provided scripts 2. Activating SP 3.5 or 4.x.x via LT provided scripts if script available 3. Initial creation of backup jobs via Backup Manager plugin 4. Viewing and management of existing backup jobs IF CREATED THROUGH LT via Backup Manager plugin 5. Detection of installed backup software via searches if applicable to monitors 6. Monitoring for failed backups via event logs 7. Backup stats for health reports StorageCraft Integration Out of Scope 1. Failing backups broken backup chains, errors, etc 2. Restores of any kind bare metal or otherwise 3. Server or hardware issues related to components of installed backup software 4. Any issue where Labtech cannot directly view the server 6.10.2 Acronis, ArcServe, AppAssure, DOYENZ Integration Scope 1. Installation via LT provided scripts if applicable 2. Activation via LT provided scripts if applicable 3. Viewing and management of existing backup jobs IF CREATED THROUGH LT via Backup Manager plugin 4. Detection of installed backup software via searches if applicable to monitors 5. Monitoring for failed backups via event logs 6. Backup stats for health reports Acronis, ArcServe, AppAssure, DOYENZ Integration Out of Scope 1. Failing backups broken backup chains, errors, etc 2. Restores of any kind bare metal or otherwise 3. Server or hardware issues related to components of installed backup software 4. Any issue where Labtech cannot directly view the server
6.11 Antivirus AV installs via Labtech script OS and previous AV install causing failures (not our problem) Missing, falsely reported missing, AV scripts New installation via LabTech script; no previous AV software can exist on target machine Failed installs via LabTech script that are not due to OS or hardware faults on the part of the target machine Management console install ESET specific: EMU issues, ESET installs showing outdated or not connecting to ESET server For issues past direct interface with Labtech, serve as concierge to third party vendor Stock A/V definitions A/V plugin not displaying correctly 3rd party AV general issues Out of the box related AV scripts Out of the box AV detection 6.11.1 ESET Scope 1. Getting ESET server set up and working with EMU 2. Installing ESET agents via scripts 3. Uninstall of ESET agents via LT script when installed via LT script 4. Monitoring for out of date agents or definition 5. Monitoring for missing av software 6. Connecting the AV dashboard to the ESET server 7. Up to date definitions for all ESET products supported by LT 8. AV Stats for health reports 6.11.2 Vipre Scope ESET Out of Scope 1. Customizing agent installs 2. Customizing or changing LT scripts 3. Policy creation/management 4. Group creation/management 5. Sending notifications from ERAS or other functions not provided via a LT monitor or script (e.g., I want to be notified when scans are finished) 6. ESET server migration, restore or other issue post initial setup and integration with EMU 7. Database issues on ESET server, including conversion or size limit hit 8. Remote install or update of existing agents if not a function available via LT script 9. Detecting AV products other than AVG, Vipre or ESET (as an aside, ALL of the above is available on kb.eset.com in one form or another) 10. Uninstall of ESET agents not installed via LT script 1. Installing VIPRE agents via scripts 2. Uninstall of VIPRE agents via LT script when installed via LT script 3. Monitoring for out of date agents or definition 4. Monitoring for missing av software 5. Up to date definitions for all VIPRE products supported by LT 6. AV stats for health reports
Vipre Out of Scope 1. Customizing agent installs 2. Customizing or changing LT scripts 3. Policy creation/management 4. Group creation/management 5. Sending notifications from VIPRE console or other functions not provided via a LT monitor or script (e.g., I want to be notified when scans are finished) 6. VIPRE server migration, restore or other issue 7. Database issues on VIPRE, including conversion or size limit hit 8. Remote install or update of existing agents if not a function available via LT script 9. Detecting AV products other than AVG, Vipre or ESET 6.12 Control Center Normal Control Center functionality and usability Control Center opening, logging in, using over http, https and SQL Accessibility of all functions needed for proper use and management of Labtech via CC 6.13 Sensors Normal usage and information reporting via sensors 6.14 Permissions Normal usage and application of permissions for both superadmin and limited users 6.15 Searches Normal usage of default searches: correctly returning information, linked properly to groups, etc. Downloading searches from marketplace 6.16 Ticketing & Time Management Creation, assignment, functionality, improper ticket view Creating tickets Closing tickets Working tickets 6.17 Mobile Device Management Installing MDM agent Connectivity and normal functions of MDM agent MDM agent management via MDM plugin 6.18 Server System Down and critical business affecting performance issues
IIS errors related to LabTech functions General server components and reliability General IIS settings affecting functionality 6.19 Email Ensure that a message can be sent Email configuration in Labtech Sending and receiving of email form the LabTech server. Does not include troubleshooting partners Exchange 6.20 Expansions Normal usage of expansions 6.21 Dashboard Normal usage of dashboard Accessibility of dashboard for Superadmin and limited users 6.22 Migration Provide documentation and referrals to consulting; outside the scope of normal support 6.23 Branding Normal setup and usage of branding in reports, Control Center and Web CC 6.24 Heads Up Display Normal usage and connectivity of Heads Up Display 6.25 Maintenance Window Normal usage and application of maintenance windows 6.26 Marketplace Marketplace accessibility Downloading items from marketplace 6.27 Messaging Normal usage of messaging 6.28 LabTech Ignite Normal usage of Ignite, including plugin Installation of Ignite
6.29 Plug Ins Downloading and enabling plugins Normal usage and accessibility of plugins 6.30 Patch Management Approval, installation and deployment of patches Reporting on patches installed 6.31 Scripts Scheduling of scripts for LabTech default system scripts on agent, client, location or group Functionality of LabTech default system scripts Errors/misbehavior of LabTech default system scripts Out of the box script functionality LabTech default system scripts Proper, expected executions of script functions for LabTech default system scripts 6.32 Monitors Functionality of LabTech default internal, remote and system monitors Errors/misbehavior of LabTech default internal, remote and system monitors Use and application of LabTech default internal, remote and system monitors 6.33 Alerting Creating alert templates Configuration of alert templates 6.34 Tunnels & Redirectors Normal usage and functionality of LabTech default redirectors for Windows, Mac and Linux agents FAQ (Frequently Asked Questions) 6.35 Release Notes LT Server (Control Center) Plug In AutoTask Plug In Commit Plug In ConnectWise Plug In Microsoft CRM Plug In TigerPaw PROBE/Network Push INTEGRATION 3 RD PARTY GUIDELINES
7.1 LabTech SLAs are excluded from the support scope of 3 rd party vendors. Response times vary depending on vendor. Level 1 Support Definition (In Scope) LabTech L1 Support for 3rd Party Products is defined as: Failed Installation Error Messages General Usage (limited to documented procedures) Standard/Known Issues Non Critical or Production Level Outages are not included LabTech Support personnel will troubleshoot for a maximum of 30 minutes for any issue Level 1 Support Definition (Out of Scope) All other responsibilities not listed above are considered out of scope and will be escalated on client behalf the Vendor. LabTech Requirements 1. LabTech will provide L1 Support based solely on pre provided documentation in the form of knowledge base articles, product documentation, and known issues. 2. LabTech will provide L1 Support in the form of reviewing and working through documented issues with the client until all documented troubleshooting data has been exhausted. 3. LabTech will escalate any undocumented, incorrectly documented, or confirmed issue based that is outside of any documentation. Example Issue When I install, I get this error message Actions Taken walk through steps and verify documented procedures have been taken properly. If issue has been properly followed per documentation and issue still is present, the item will be escalated directly to the vendor. 4. LabTech will submit the issue on behalf of the client, with the full expectation that the Vendor will then take over the issue and effectively handle client requests. 5. LabTech will work through documented processes only and will not perform actions on the clients production environment at any time. Example Bare Metal Restores we will advise and walk through documented process, we will not perform the process for the client. Antivirus we will advise walk through documented process, but will not perform any analysis or actions to remove viruses/malware, etc. 6. LabTech will work to broker any client issues on behalf of the partner.
7. LabTech will work to analyze and define the core issue to the best of their abilities based on pre provided documentation and training. 8. LabTech reserves the right to forward specific issues directly to the vendor for resolution. 9. LabTech Support personnel will not be expected to remain on any brokered call upon LT being eliminated from the root cause of the issue. 10. LabTech Support personnel will not be expected to remain on any brokered call based on incorrect documentation, or items not pertaining to LabTech integration with Vendor Product. 11. LabTech Support personnel will not be responsible for follow up communications post escalation regarding initial issue. 12. LabTech will not advise Partner to contact Partner directly at any time unless issue or purchase are entirely outside of the above guidelines or purchased directly from Vendor. 13. Upon escalation to the Vendor, LabTech will no longer be responsible for the resolution past that point. TECHNICAL SUPPORT PROCEDURE 8.1 Contacting Support The technical support procedure is initiated by a technical support request posted in a technical support ticket. A technical support ticket can be submitted by a LabTech Software partner, LabTech Software Service+ partner or commercial client in a number of ways: Sending an email to support@labtechsoftware.com Toll Free: 877.522.8323, option 2 United States Direct: 813.397.4600, option 2 United Kingdom Direct: 0844.544.1690, option 2 Chat LabTech Portal 8.2 Ticket Expectations Each technical support ticket should include the following information in order to reduce the resolution time: The problem description and the step by step procedure to reproduce the error (if possible) Component, Location, or LabTech Technology Area The technical support specialists may inquire about information concerning the server software configuration and versions and the configuration of a client s software.
All problems should be described using commonly accepted software or hardware terminology. Each time a client submits a technical support ticket or sends a message that is further accepted and regarded by the LabTech Software technical support staff as a technical support ticket, the system automatically generates and sends a notification stating that the issue will be taken care of according to the service level assigned. After the LabTech Software technical support staff has received a ticket, the client receives a notification, which includes the technical support ticket information with a unique service ticket ID. If technical support is done via email, partners must preserve the ticket ID in the e mail message subject field during the whole period of correspondence with the LabTech Software technical support staff. The forthcoming messages are appended to the initial message automatically. Partners can view the full correspondence in the technical support section at the portal. When creating a ticket or sending a support request via e mail, partners can include screenshots and other images that can help to identify and resolve the problem. Screenshots are to be created in PNG, GIF, JPG formats only. Answers to the common FAQs may be given in the form of web links to corresponding pages of the online documentation, documentation download page, LabTech Software forum topics or the FAQ section answers. 8.3 Reasons for Ticket Delays There are a number of circumstances that can delay or even abort the problem solving process: Lack of information required to resolve the problem A problem cannot be reproduced using a similar hardware configuration, or a client's website cannot be accessed using the authorization information provided in the technical support ticket The problem requires custom improvements of LabTech Software products that are currently being developed or not planned to be included into a later product release at all Improper use of LabTech Software products, exceeding of the allowed number of software installations, or general violation of terms and conditions of LabTech Software EULA (End User License Agreement) and/or LabTech Software SLA (Service Level Agreement) Use of unlicensed copies of LabTech Software products The question is beyond the LabTech Software technical support service scope Incorrect, incomplete or misleading information given by the client 8.4 The Technical Support Quality Rating LabTech Software, LLC places high emphasis on the technical support service quality and provides the highest possible support service for all categories of users. After resolving a problem, we kindly ask you to estimate the service quality for each incident by responding to the survey for service ticket ID. If you suppose that a ticket has been prematurely closed, you can re open the ticket and define your question more exactly within seven days of closure. After seven days, all requests are considered new requests.
RULES OF ENGAGEMENT 9.1 Audience LabTech Service Delivery Teams Customer Service Support Consulting Implementation Training Dispatch Partners, clients, customers, and channel partners 9.2 Definition This is a mutually beneficial two way cooperative effort with service delivery and the partner, client, customers, and channel partners. There is no us and them, there is only we. Both parties should agree on standards of conduct and diplomacy during the times we interact. 9.3 Standards 1. Treat each other with respect and courtesy. 2. Hostile communications or insulting behavior will not be acceptable. 3. We must remain professional at all time. 4. Each party should keep the engagement to a high degree of professionalism at all times. 5. Profane language or rude comments will not be tolerated. 6. Honesty is paramount. 7. Mindful of appointment times and/or scheduled engagements. 8. Proper notification to either party as prompt as possible of the need to cancel or reschedule a meeting/engagement. 9.4 Reporting LabTech Management reserves the right to terminate the relationship if any standards are violated in section 7.3 of Rules of Engagement. Please report any violations of section 7.3 Rules of Engagement by a LabTech employee to: customerservices@labtechsoftware.com.