Product Support Procedures


Once you are up and running on Lexio, the Narrative Science Customer Success team is here to assist you with any issues or feature requests.

Support Site

If you would like to access training materials, help videos, etc, please visit this support site: https://lexiosupport.narrativescience.com/hc/en-us

Support Services Business Hours

If you experience an error with Lexio, please submit a ticket on our support site.

Americas

Monday to Friday

8:00 AM to 6:00 PM Central Time

Europe

Monday to Friday

 1:00 M to 11:00 PM Greenwich Mean Time

 

On weekends, evenings, and holidays, urgent inquiries will be automatically directed to the on-call support team. Contacting us or submitting a ticket in our support system alerts the entire Narrative Science support team to your question. The team then triages your inquiry and assigns the appropriate team and timeline needed for resolution.

Targeted Response Times                         

Inquiry Type

Acknowledgment

Case Update

 Resolution

Regular (Non-Critical)

2 hours

Daily

 7 days

Urgent (Highly Critical)

2 hours

4 hours

 48 hours


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