Lithosphere provides support via telephone and email. Both support features are conveniently located by clickable links at this site. Telephone support phone numbers are also provided to Lithosphere customers.
Support is available during our normal business hours of Monday-Friday from 9 am to 6 pm EST. Additional support may be available at our discretion outside of normal business hours.
Lithosphere provides additional support services including:
- Enhancements that it provides to all other customers of its services offered as part of support.
- Bug fixes to bring the services into substantial conformance with its then current help files.
- Online Knowledge Base, User Community Forms, Electronic Documentation and Support Logging - available here.
- Scheduled Outages are generally scheduled during weekends and customers are usually notified via e-mail and/or website notification.
- Level 1 - Service is unavailable or substantially fails to perform - Response Time is 2 hours
- Level 2 - substantial degradation in performance of the Service - Response Time is 4 hours
- Level 3 - minimal to no impact on the performance of the Service - Response Time is 3 days