Lumos Support: Tiers and SLOs at a Glance

A short reference to what each Lumos support tier includes.

The Short Version

Every Lumos customer gets Basic: Silver support at no additional cost. Premier: Gold adds faster response targets, a dedicated Slack channel, and proactive case follow-up. Premier: Platinum is the top tier for strategic accounts. It adds the fastest response targets, live video support, a designated Solution Architect, and an annual health check.

Compare Tiers

Feature	Basic: Silver	Premier: Gold	Premier: Platinum
Support hours	9am–9pm ET, M–F	9am–9pm ET, M–F	9am–9pm ET, M–F
P0 response (Critical)	< 4 business hours	< 2 business hours	< 1 business hour
P1 response (High)	< 12 business hours	< 4 business hours	< 2 business hours
P2 response (Medium)	< 1 business day	< 12 business hours	< 4 business hours
P3 response (Low)	< 5 business days	< 2 business days	< 1 business day
Support channels	Email, Help Center, Portal	Slack, Email, Help Center, Portal	Video, Slack, Email, Help Center, Portal
Dedicated Slack channel	—	Yes	Yes
Proactive case follow-up	—	Yes	Yes
Live video conference calls	—	—	Yes
Designated Solution Architect	—	—	Yes
Annual health check	—	—	Yes

Response targets are time-to-first-response, not time-to-resolution. Severity is set by the Lumos support team based on customer impact.

Severity Definitions

Severity	Definition
P0 (Critical)	A complete outage, significant disruption, or total loss of access to essential functionality, causing a major impact on your ability to use the service.
P1 (High)	A problem that impacts functionality or performance but does not prevent use of the service. Workarounds may be available, or only a subset of users are affected.
P2 (Medium)	Degraded performance or partial loss of non-critical functionality. The core product remains usable, but the issue causes meaningful friction or inconsistency. Includes product education questions.
P3 (Low)	Minor defects, cosmetic issues, or low-urgency requests with minimal to no impact on your ability to use the service.

Proactive Follow-Up Cadence (Gold and Platinum)

The key difference between Basic and Premier is proactive, consistent communication, especially when issues are waiting on engineering. Lumos sends updates on a set schedule, so you don’t need to ask for status. Updates include: current status · next action · expected next check-in.

Severity	Follow-up frequency	Who updates
P0 (Critical)	Every 1 hour until resolved	Premier Support Engineer (PSE) directly
P1 (High)	Daily update	PSE directly
P2 (Medium)	Every 3 business days	PSE or async update
P3 (Low)	Weekly update	Async / ticket comment

Ready to upgrade? Talk to your Customer Success Manager or email support@lumos.com.

Lumos Launchpad

Reference

Lumos Support: Tiers and SLOs at a Glance

The Short Version

Compare Tiers

Severity Definitions

Proactive Follow-Up Cadence (Gold and Platinum)

​The Short Version

​Compare Tiers

​Severity Definitions

​Proactive Follow-Up Cadence (Gold and Platinum)

The Short Version

Compare Tiers

Severity Definitions

Proactive Follow-Up Cadence (Gold and Platinum)