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LucidEra Services

Functionality

LucidEra will achieve in all material respects the functionality described in the applicable online help and related documentation (available by clicking the Help link from within the user interface) and that all such functionality will be maintained in all material respects in subsequent upgrades to the Service.

Service Level Agreement

Application Availability and Uptime Guarantee
LucidEra is available for customer access between the hours of 6:00 AM to 9:00 PM PST. LucidEra guarantees a 99.5% uptime not including unplanned outages due to external causes beyond our control.

Maintenance/Upgrade Schedule
LucidEra's regular maintenance schedule is between the hours of 9:00 PM to 6:00 AM PST every day. All other maintenance and upgrades will be scheduled on an as needed basis, and customers will be notified one week in advance. In the event that LucidEra, in its sole discretion, determines that any unscheduled maintenance is necessary, LucidEra will use commercially reasonable efforts to notify customers.

There will be no application upgrades to LucidEra during the first or last weekends of each month; however, regular maintenance schedules apply.

Support

LucidEra will make commercially reasonable efforts to promote successful utilization of the LucidEra Service, including but not limited to providing online help and phone support.

LucidEra provides phone support to customers in-good-standing between 8am-6pm PST.

Please call 866-347-3613 to reach the LucidEra support team.

Security

Please see the LucidEra security policy at www.lucidera.com/security-policy.html.

Privacy

Please see the LucidEra privacy policy at www.lucidera.com/privacy_policy.html.

Storage Limits

LucidEra currently limits the amount of database storage to 5GB. Any customers using storage in excess of this limit will be charged additional fees.