Lychee Linux support agreement
About this document:
This is the official agreement to all Lychee Linux support plans. The agreement applies to all circumstances where a plan/package is subscribed to.
Usage:
This agreement is published by Lychee Linux and used for customers only. Redistribution of the document of any kind is strictly prohibited.
Responses and Solutions
Support Plan Priority ResponseExpected
Expected Solution (problem-solving to start) Escalation threshold (problem-solving to finish)
Enterprise 1 Within 1 hour ASAP 2 Hours
Business 2 Within 1 hour ASAP 4 Hours
Professional 3 Within 2 hours working hoursWithin 4 6 Hours Basic 4 Within 2 hours working hoursWithin 4 8 Hours Figure 1. Amount of time expected for responses and solutions during operational
hour
(Solutions might take longer due to level of difficulties of problems)
Support Tiers
Support Tier Description
Tier 1 The most basic problems can beidentified and solved in Tier 1.
Tier 2
More complex issues that cannot be solved in Tier 1 are tackled by more
experienced engineers in Tier 2.
Tier 3
All support issues that cannot be solved in Tier 2 are managed by the most advanced engineers. Support from a 3rd
party (vendor) is possible if needed. Figure 2. Support Tiers
Exclusions
Services do not include maintenance, support or repair under circumstances listed below:
Wrong use of the software or equipment, i.e. for a function it was not designed to serve
Alteration or amendment to the software or equipment without the consent of Lychee Linux
Accidents such as fire, lightning or floods
Theft or loss of the software including Support Boxes or the Equipment Use of ancillary equipment not compatible with the software or equipment Poor environmental conditions
Damages caused by viruses, spywares or lack of firewalls when updates are not available/installed
Notes to support requests:
Customer ID is not included in support request. You need to verify your identity by providing your customer ID in the request.
All extra fees charged for phone calls are not paid by Lychee Linux (except for international phone call fees).
VNC support can be offer only if your system allows incoming VNC connections (including SSH or FTP)
Activity Outline
NOTE: You are completely responsible for all your systems. System maintenance and system check-ups are not included in our service: we only offer supports for the system when setup problems occur, and supports are done remotely (otherwise further decisions will be made).
Please find listed what is included in our service.
Description
Frequency
Included in Agreement
–---General
Document software
changes
As performed
YES
Test backups with
restores
As needed
YES
Monthly reports of work
accomplished, work in
progress, etc.
Monthly
YES
–---Systems
Support for all products
with which Lychee Linux
is designed to be used
As needed
YES
Support for 3rd Party
products
As needed(free for
products included/ paid
for unknown software)
YES/NO
Check print queues
As problems arise
YES
Ensure that all server
services are running
As problems arise
YES
Keep Service Packs,
Patches and Hotfixes
current
Check event log of every
server and identify
potential issues
As problems arise
YES
Monitor hard drive free
space on server, clients
if needed
As problems arise
YES
Reboot servers
As problems arise
YES
Maintenance for
scheduled off time
server
As problems arise
YES
Install software
upgrades (only for
included software)
As problems arise
YES
Determine logical
directory structure,
Implement, MAP and
details
As problems arise
YES
Set up and maintain
groups
As problems arise
YES
Alert office manager to
dangerous conditions
As problems
arise/recognized
YES
Correct user errors
As problems arise
YES
Clean and prune
directory structure, keep
efficient and active
As problems arise
YES
–---Disaster Recovery
Disaster Recovery of
Server(s)
As problems arise
YES
–---Networks
Check router logs
As problems arise
YES
Performance Monitoring
As problems arise
YES
–---Security
Check firewall logs
As problems arise
YES
Confirm that antivirus
auto updates have
occurred
As problems arise
YES
Confirm that backup has
been performed
As problems arise
YES
Permissions and file
system management
As problems arise
YES
Set up new users
As problems arise
YES
Set up and change
security
As problems arise
YES
Monitor for unusual
activity among users
As problems arise
YES
Support Packages
Package Price
Lychee Linux Basic Support $ 50 /month Lychee Linux Professional Support $ 150 /month Lychee linux Business Support $ 400 /month Lychee Linux Enterprise Support $ 1000 /month
Service Rates
24/7 Email/Ticket Support Included for all packages
24/7 Support Boxes for 1 year
2 Boxes included for Basic and Professional
4 Boxes included for Business and Enterprise
24/7 Telephone Support Included for Business and Enterprise$ 10 /15 minutes for Professional
12/5 VNC Support Not included for Basic and Professional$ 20/ 15 minutes for Business Included for Enterprise
One-time Complete Setup $ 5000 for all Support Packages
One-time Complete System Setup includes the following services:
Installation of Lychee Linux on every server and setup of every service Lychee Linux is designed for
Services are included in the Manual (only ordered services are installed) Services not included in the ordered support package cannot be installed in
addition
When do Support Boxes arrive?
Lychee Linux is a rolling release distro; therefore, Support Boxes can be shipped to in different times a year
Re-selling Support Boxes in any kind are prohibited. Lychee Linux does not hold responsibilities for any damage or problem.
This agreement is only made for customers of the 4 standard packages: Basic, Professional, Business, Enterprise with 200 computers or less.
