LYNX SUPPORT
Here to make your life easier.
ALLOW US TO ASSIST
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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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.
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.
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.
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