Customers are supported from A to Z once they have purchased Lucullus.
Securecell offers comprehensive support services, including:
- Installation, configuration, and communication testing
- Basic, advanced, and customized training
- Programming operations (process automation)
- Operational qualification
- Troubleshooting and maintenance
Customers can also purchase an annual support contract (SLA) with Securecell, which includes a period of hypercare following the commissioning of the installation.
In countries where our distributors sell Lucullus, additional support is available through those distributors.
For Lucullus users without an active support contract with Securecell or one of our distributors, support will be charged based on the time and effort required.
The SLA provides the following benefits:
- Technical support from Securecell
- Software updates
After the first year, the SLA purchased for the second year will cover the period until December 31st, often resulting in a shorter coverage period than a full calendar year. Consequently, the cost for the second year's SLA will be adjusted accordingly.
From the third year onward, the SLA will cover the period from January 1st to December 31st. It is also possible to purchase an SLA for multiple years at once.