1. Does Lucid Imagination provide free support?
2. What types of support service subscriptions does Lucid Imagination offer?
3. Which versions of Lucene/Solr are supported?
4. Are the Lucid Technical Support and Advanced Support Subscriptions available for the Apache Lucene and Solr versions  instead of the Lucid Imagination LucidWorks for Lucene and LucidWorks for Solr versions?
5. What if the defined support programs don't meet my needs?
6. What is the difference between the Technical Support Subscriptions and the Advanced Enterprise Support Subscriptions?
7. What is the benefit of the Search Health Check Program for my organization?
8. What is the scope of coverage under the Lucid Imagination Technical Support Subscription?
9. What is the scope of coverage under the Advanced Enterprise Support?
10. What do you mean by Bug Fixes for the non-certified version?
11. What are the hours of operation for the Lucid Imagination Support?
12. In what languages is support provided?
13. How can I submit a problem tickets, what are the channels of communication for support?
14. How do you define the severity level of customer problems?
15. What is an authorized Customer Contact?
16. Can authorized Customer Contacts be replaced by other users?

Have a frequently asked question you don't see here? Drop us an email at support_FAQs@lucidimagination.com.

1. Does Lucid Imagination provide free support?

   Along with our commercial support offerings which are designed for users and enterprises that require consistent and predictable support services, Lucid provides support and guidance to the overall community through various venues.

   From our website (http:/www.lucidimagination.com/), we offer a complimentary cutting edge faceted search for developers to search the knowledge base of Lucene/Solr mail archives, documentation, JIRA bug reports, and the full range of community resources. For developers that download our certified distributions,, we offer a free 30-day "Get Started" support program to assist them with initial questions on installation, configuration, and basic usage on Lucene and Solr. Finally, we expect our Lucene/Solr contributors and committer-employees to continue as very active contributors to the various Apache Lucene and Solr community forums.

2. What types of support service subscriptions does Lucid Imagination offer?

   Lucid Imagination offers two types of support programs tailored to support your organization throughout the development and production life cycle, the first is Lucid Imagination Technical Support with three different levels of support – Standard, Professional and Enterprise level. The second offering is Advanced Support with two options – Development Support and Production Support. Please see support matrix for details.

3. Which versions of Lucene/Solr are supported?

   Lucid Imagination's certified distributions – LucidWorks for Lucene and LucidWorks for Solr are based on Apache Lucene v2.4 and Apache Solr v1.4, and can be downloaded from our site free. We also offer support for the non-certified versions of Apache Lucene and Apache Solr, which can also be conveniently downloaded from the Lucid Imagination website. For the Apache versions, we support Lucene v1.4 and later and Solr v1.1 and later. For companies that have an older version and want to be on the most recent tested version, contact services@lucidimagination.com for migration support.

4. Are the Lucid Technical Support and Advanced Support Subscriptions available for the Apache Lucene and Solr versions  instead of the Lucid Imagination LucidWorks for Lucene and LucidWorks for Solr versions?

   Yes, you can purchase any of Lucid Imagination support subscriptions for the non-certified versions. This option is primarily provided for enterprises that have already deployed Lucene/Solr applications and do not have the resources to migrate to Lucid certified versions. Lucid Imagination can help you evaluate your options and can help you determine if it may be more effective to migrate to the Lucid certified distributions.

5. What if the defined support programs don't meet my needs?

   We will work with you to customize our offerings to meet your business needs. Lucid experts have the skills to help you throughout the phases of your development and to provide you with our search expertise tailored to your needs. Please contact Lucid at services@lucidimagination.com to determine how we can best meet your needs.

6. What is the difference between the Technical Support Subscriptions and the Advanced Enterprise Support Subscriptions?

   The Technical Support Subscriptions are designed for troubleshooting and problem solving. The focus is to verify that the Lucene or Solr software is installed correctly and working as designed. Lucid Imagination Support will work with you to identify and diagnose the issue and determine its root cause. Through the support program, we will provide a solution to you if the issue is caused by misconfiguration of the software. If the issue is because of a defect with the Lucene or Solr code, (depending on the severity of the issue), we will either provide a bug fix, or track the issue for resolution in an upcoming release of the software.

   Advanced Support programs include Enterprise level Technical Support, as well as include guidance from our experts on the best practices for implementing indexing and searching solutions using Apache Lucene or Solr software. The Advanced Support for Development is focused on providing expert guidance on architectural design, development, and testing in building your enterprise search application using best-of-breed methodologies and tools. The Advanced Support for Production provides expert advice on configuration, performance tuning and optimization. To determine those recommendations our experts will conduct remote monitoring and diagnostics to analyze your  environment. In addition, we also offer a unique service called Search Health Check to help you ensure continues optimal operation of your application.

7. What is the benefit of the Search Health Check Program for my organization?

   The Lucid Search Health Check is a set of services designed to ensure your environment is designed to meet the best practices for optimization and configuration for well optimized search applications. It is an integral element of the Professional, Enterprise and Advanced Enterprise Support Subscriptions.

   During the Health Check, a Lucid solution expert will initiate a discovery session with your developers and/or administrators to identify possible improvements in the use of the product and provide recommendations. The deliverables will be an assessment and recommendation reports that is based on the initial review.

8. What is the scope of coverage under Lucid Imagination Technical Support?

   Customers with an active Lucid Imagination support subscription are entitled access to the Lucid Support team. The response time, the communication methods and the additional programs included such as Performance Health Check is determined by the subscription level. See the Lucid technical support matrix for additional coverage details for each subscription level.

9. What is the scope of coverage under the Advanced Enterprise Support?

   Customers with an active Lucid Imagination Advanced Support Subscription are entitled access to Lucid Developer and Production experts. The response time, the communication methods and the additional programs included such as Health Check are determined by the subscription level. See the Lucid Support Subscription matrix for additional coverage details for each subscription level.

10. What do you mean by Bug Fixes for the non-certified version?

    Customers that have purchased support for non-certified Lucene/Solr versions and encounter a technical issue will be supported as follows and according to the SLA of their program:

    • Patch or work-around to the problem provided to the customer – for Lucene v1.4 and later and Solr v1.1 and later
    • Reference to a fix in a later version of Lucene/Solr, which may require an upgrade. Some fixes require the user to upgrade to a later, more robust version
    • Patch delivered to the current open source trunk version of Lucene or Solr.

11. What are the hours of operation for the Lucid Imagination Support?

    Lucid technical support operates Monday through Friday from 8:00AM to 8:00PM US Eastern Time (ET) excluding US national holidays. The support center accepts new tickets electronically from any region at all hours of day and responds during normal business hours Monday through Friday from 8:00AM to 8:00PM, US Eastern Time.

12. In what languages is support provided?

    Lucid Imagination support is currently available in English only. Although our engineers maintain fluent knowledge of other languages such as Spanish, Polish, Japanese and German we do not have sufficient coverage to guarantee sustained support in these languages at the present time. To inquire about a language specific need, please contact us at services@lucidimagination.com to help you with your specific business needs.

13. How can I submit a problem tickets, what are the channels of communication for support?

    You can submit a problem ticket electronically at any time, either by emailing your problem to support@lucidimagination.com or you can take advantage of the web-ticket submission form, either way a ticket ID will be generated and electronically communicated back to you as a reference, your request will be logged immediately into our issue tracking system and an expert engineer will be assigned to your case. As a progress is made you will be notified with the next steps as per your program SLA. Phone support is available for Professional and Enterprise subscriptions and Lucid first line engineers will be available to log your call and start the support process. Whether you choose to use phone or electronic submission, your request will be handled according to your subscriptions SLA.

14. How do you define the severity level of customer problems?

    Priority 1 Customer's system/business is in critical condition. Critical means the customer's system is down or the customer productivity is severely damaged with no available workaround.

    Priority 2 Customer's system is operating; however the technical issue is causing significant disruption of customer's business operations, and workaround is unavailable.

    Priority 3 Customer's system is operating; issue's impact on the customer's business operation is medium to low and a workaround is available.

    Priority 4 Customer's system is operating; issue's impact on the customer business operation is low and a workaround is available.

15. What is an authorized Customer Contact?

    A person, who is designated and registered by the customer to contact Lucid Imagination for a technical problem. The number of authorized contacts is defined by the support subscription purchased. It is recommended that the authorized contacts are the focal point contact and the Lucid domain experts.

16. Can authorized Customer Contacts be replaced by other users?

    Yes, all you will need to do is to contact Lucid support center with the new contact information of the new authorized Contact, and details on which current contact is being deactivated.

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