LRS Managed Services technicians working from LRS’ regional centers can provide all administrative management tasks for customers in most regions across the world.
LRS technicians are located in LRS Corporate headquarters in Springfield, Illinois U.S.A and LRS regional offices in Cheltenham, U.K., Sydney, Australia, Singapore and Asia. The service model determines the support area(s) that will manage tickets and when appropriate, will determine when rerouting or reassignment of a ticket is necessary in order to comply with the SLAs.
Managed Services support for Critical Incidents (“SEV1 Support”) is provided during both Standard Operational Hours and Critical Operational Hours, thus providing SEV1 Support 24 hours a day, 7 days a week. Managed Services support for all other service incidents is available during Standard Operational Hours.
Managed Services support hours are available as set forth in the table below.
| Support Level | Hours |
|---|
| Standard Operational Hours | Sunday 5:00 p.m. to Friday 5:00 p.m., excluding LRS holidays. |
| Critical Operational Hours | Friday 5:01 p.m. to Sunday 4:59 p.m., including LRS holidays. |
*LRS U.S. holidays are set forth below. Annual dates are maintained via the LRS website, Holiday Calendar for LRS Output Management Support.
In addition to Managed Services, the customer must also maintain LRS maintenance and support (M&S) services. For clarity, M&S services are not part of Managed Services, but the Managed Services group will work with the LRS support group on behalf of the customer. The terms of maintenance and support service are as set forth in customer’s license agreement and/or maintenance and support contract.