The Lexian support programme is designed to ensure that organising committees obtain maximum benefit and productivity from their investment.
Lexian recommends three levels of software support during an event project.
Refers to Help Desk type support. Users will firstly call Level 1 support with any issues they have. These are often simple user management type issues, network or operating system issues that can be resolved relatively easily. This support is to be provided by the Organising Committee (as part of a normal IT Help Desk) with response times determined by the Organising Committee.
Issues that cannot be resolved at Level 1 are escalated to Level 2 support which may be specific games data related issues or major network or hardware malfunction. This support is to be provided by the Organising Committee (as part of a normal IT Help Desk) with response times determined by the Organising Committee.
Issues that cannot be resolved at Level 2 are escalated to Level 3. Level 3 issues may include software bugs or software usability issues. Level 3 support will be provided by Lexian. Onsite Level 3 support will be provided as required during deployment and commissioning as well as during games time. For the balance of the support period, Level 3 support will be provided remotely from Australia by phone, email and/or via remote access to servers and workstations until 31 December 2014. The onsite support may be sourced from contacts and associates in the United Kingdom and if necessary supplemented by support staff from Australia. It is envisaged that 1-2 support staff will allocated to the project. Target Level 3 response time during onsite support is immediate i.e. support staff available by phone and resolution time target of 2 hours. During non-critical support times, target response and resolution time is the next business day.