> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lumos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](mailto:support@lumos.com).