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LYNX SUPPORT

Here to make your life easier.

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For more than thirty years, Lynx Software Technologies has been providing and supporting advanced software solutions for safety- and security-critical market segments. Lynx offers four primary support levels and custom engineering services to address every phase of our customer's product life cycles from initial system architecture to deployment.

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VIEW SUPPORT DATA SHEET

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PREMIUM SUPPORT

Time-sensitive projects need a way to quickly address technical challenges. Lynx's dedicated support team work directly with your team to identify and resolve these issues in a timely fashion.

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PREMIUMPLUS SUPPORT

Extending the Premium Support offering, Lynx’s PremiumPLUS provides a dedicated support engineer who manages phone support, field engineering resources, and bi-weekly meetings, as well as delivering tighter service level agreements (SLAs) than offered as part of Premium Support.

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EXTENDED LONG-TERM SUPPORT 

Extended Long-term Support (eLTS) applies to customer projects that have a lifecycle that extends beyond the standard Lynx software maintenance period.

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FROZEN BRANCH SUPPORT 

At any time during GA and eLTS, a frozen branch is offered to customers that need a snapshot of the host and target system being used to deploy a specific software configuration. Under Frozen Branch Support, Lynx maintain the host and target software for the customer.

PREMIUM SUPPORT
  • Available for current product releases
  • Standard reference platforms support
  • Service pack updates
  • Release updates
  • Release upgrades (subscription only)
PREMIUMPLUS SUPPORT
  • Attributes of Premium Support
  • Designated engineer bi-weekly project coordination calls
  • Field engineering support
    Live phone support
  • Point patches
  • On-site consulting support and product training
  • Support for custom hardware

 

EXTENDED LONG-TERM SUPPORT
  • Designated engineer
  • Point patches
  • Service pack updates
  • Standard reference platforms support
  • On-site support and product training
  • Custom hardware support available
FROZEN BRANCH SUPPORT
  • Maintain specific version (and associated tools to build it) of the software that is deployed in the customer’s environment
  • Fix safety defects for customers with a valid Certification License
  • Fix critical bugs (blockers for customers from going into production)

SLAs

  • Initial response time within 1 business day
  • First technical response within two business days
  • Target resolution period (TRP) of critical bugs within 15 business days

SLAs

  • First technical response within 1 business day
  • TRP of critical bugs within 10 business days

SLAs

  • First technical response within 1 business day
  • TRP of critical bugs within 15 business days

SLAs

  • First technical response within 1 business day
  • TRP of critical bugs within 10 business days

SUPPORT INQUIRIES