LumasSupport
What support is, before you buy it
Support plans by email: a reply and a resolution within 1–2 working days, a public issue for every confirmed defect, and a named release when the fix ships.
Response time
A reply and a resolution by email within 1–2 working days, whichever edition you hold. A reply is a person who has read the ticket and looked at the file, not an acknowledgement.
What "resolved" means
A fix, a workaround, or a named release that will carry the fix. A defect nobody can reproduce is not closed by the clock, and the ticket says where the work stands until it is.
Support plans
Choose the months and the emails
Support is sold as a plan: it runs for a number of months and includes a number of support emails. One ticket uses one email. Add a plan at checkout with any package, or ask for a quote.
EUR 149.00 per plan
EUR 299.00 per plan
EUR 499.00 per plan
How a problem becomes a fix
Four steps, all of them visible to you, three of them visible to everyone.
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You open a ticket
Private to your organisation. Attach the document that reproduces it — attachments are quarantined and are never opened by a PDF engine on our side.
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It becomes an issue
If it is a defect, it gets an issue with a public page once it is confirmed. You can watch it, and so can everyone else who hit it.
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The issue names a release
When the fix ships, the issue records which build carries it and everybody watching is emailed.
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Your key covers that build
If the release falls inside your maintenance coverage, the key you already hold licenses it. Nothing to re-issue and nothing to re-activate.
Maintenance is not support, and both are optional
They are separate things and it is worth being precise, because conflating them is how a renewal conversation goes wrong.
Maintenance decides which BUILDS your key licenses: any release on or before your coverage date, forever. It does not expire your software and it does not switch anything off.
Support is people answering questions by email, within the 1–2 working days above, for the months and the number of emails on your support plan.
When maintenance lapses, everything you have keeps working indefinitely. What stops is coverage for newer builds, plus new downloads and support.