![Image](https://www.cimso.com/wp-content/uploads/2017/05/LUSA-1.png)
What is 24/7 support in terms of CiMSO’s LUSA’s?
Both the CiMSO Support agreement (LUSA) and the Service Level Agreement (LU&SLA) offers 24 hours per day, seven days per week support. The contracts specify severity levels and stipulate that only severity 1 & 2 issues, called mission-critical issues, will be supported 24 x 7, while severity 3 & 4 issues, non-mission-critical issues, will be serviced on weekdays during office hours.
![Cimso software](https://www.cimso.com/wp-content/uploads/2020/11/LUSA.png)
“Customers sometimes call us 02:00 am in the morning asking for non-mission-critical support. In those cases, we typically log the call and will address the support request first thing in the morning, in compliance with the customers elected agreement. We will go out of our way to provide the best level of support possible, but we do need to differentiate between mission-critical and non-mission-critical support,” says Operations Manager
Francois le Roux.
![Featured image for “GOLFmanager – Refining Management & Elevating Operations”](https://www.cimso.com/wp-content/uploads/2024/06/side-view-man-grassy-golf-field.jpg)
GOLFmanager – Refining Management & Elevating Operations
![Featured image for “CiMSO Live 2024: Fostering Community, Shaping the Future.”](https://www.cimso.com/wp-content/uploads/2024/07/cimso-live-namibia.jpg)
CiMSO Live 2024: Fostering Community, Shaping the Future.
![Featured image for “Bioaroma île Maurice Selects CiMSO ERP Software”](https://www.cimso.com/wp-content/uploads/2024/07/Bioaroma-ile-Maurice-selects-Cimso.jpg)
Bioaroma île Maurice Selects CiMSO ERP Software
![Featured image for “Claim Your Free POS License for Restaurant or Retail Establishment Before 1st October 2024!”](https://www.cimso.com/wp-content/uploads/2024/07/cimso-pos-restaurant.jpg)
Claim Your Free POS License for Restaurant or Retail Establishment Before 1st October 2024!
![Featured image for “CLUBmanager | Elevating the Golf Club Experience”](https://www.cimso.com/wp-content/uploads/2024/07/cimso-golf-club-membership-uplifted.jpg)
CLUBmanager | Elevating the Golf Club Experience
![Featured image for “CiMSO Asia Celebrates Hiroshi Tai on Historic NCAA Championship Win”](https://www.cimso.com/wp-content/uploads/2024/06/Hiroshi-Tai-4.webp)
CiMSO Asia Celebrates Hiroshi Tai on Historic NCAA Championship Win
![Featured image for “Introducing KU Home @ Kasetsart University, Bangkok”](https://www.cimso.com/wp-content/uploads/2024/06/kasetsart-KU-Home-e1721068805563.jpg)
Introducing KU Home @ Kasetsart University, Bangkok
![Featured image for “DOCmanager: Streamlining Document Management”](https://www.cimso.com/wp-content/uploads/2024/06/DOCmanager-document-stack.jpg)
DOCmanager: Streamlining Document Management
![Featured image for “That’s a Wrap! | Indaba 24′: Insights, Opportunities & the State of SA Tourism”](https://www.cimso.com/wp-content/uploads/2024/06/1000010949.jpg)
That’s a Wrap! | Indaba 24′: Insights, Opportunities & the State of SA Tourism
![Featured image for “GOLFmanager: The Ultimate in Integrated Golf Estate Management Software”](https://www.cimso.com/wp-content/uploads/2024/06/back-view-male-golfer-swinging-golf-club.jpg)
GOLFmanager: The Ultimate in Integrated Golf Estate Management Software
![Featured image for “Africa’s Tourism Sector Revives with UN Tourism’s Strategic Priorities”](https://www.cimso.com/wp-content/uploads/2024/05/Africa_Tourism.jpg)
Africa’s Tourism Sector Revives with UN Tourism’s Strategic Priorities
![Featured image for “Positive Growth for SA Tourism”](https://www.cimso.com/wp-content/uploads/2024/05/SA-Tourism.jpg)