LM Tools Support

As LM Tools is used for different product testing, providing timely support is very essential for smooth and effective testing. Different setups posses different challenge. Day to day we come across different challenges listed below.

• Hardware / infrastructure issues (CPU, Bandwidth, Storage etc)
• Product under test behaves differently
• LM tool is configured wrongly
• LM tool is configured for certain case, product under test messages, interfaces changes and corresponding change not done in LM tool
• LM tool does not support a feature or a genuine bug there

With any LM tool subscription, by default you get Regular Support, and it is free of cost. Under regular support, our support team will address your queries within 48 business working hours (weekends excluded). Scope of support will be only from LM tool perspective. If you get into issues during testing involving LM tool, you can analyze the issue by yourself, if you feel and convinced it is a tool issue, you can approach LM support team with your analysis details. If LM support team finds it is really a LM tool issue, it will be addressed, else LM team will just guide you, but actual debugging / troubleshooting need to be done by you as these are not covered under regular support. Mode of communication for regular support is through email only.

At times we have more support cases and our support team takes time to revert back. Also sometime it is just not possible to revert back when the issue is entirely in product under test. We recommend users to refer user guide, existing examples and go ahead with proper configuration.

With user guide and example reference, if you are not able to proceed further, you may like to explore our priority support.

Under Dedicated / Priority Support one of our support team engineer will be assigned only for your work. This is a paid service and costs USD $3344 per month (USD $19.00 per hour). Support engineer works as an extended team member for you, working from our Bangalore (India) office. If you want support engineer to work from your office location, we will be happy to consider it and there might be additional cost depending on work location. Scope of support will be from LM tool perspective and Product under test interfacing perspective. While our support engineer works for your team under priority support mode, there must be one point of contact from your team to help our support engineer on technical queries involving Product under test.

For all of above support models work timing is in between IST (GMT+5:30) 10:30am to IST (GMT+5:30) 7:30pm.