LimePoint Support Policy
Support Channels
LimePoint support can be contacted via the following channels:
- Self Service Support Portal - support.limepoint.com
- Assisted Support Number - 1300 546 399
- Support Escalation - Account Head
All incidents, change requests, license renewal requests or any other query must be logged through support.limepoint.com in order to keep track of progress and maintain the level of service.
LimePoint support analyst will be the Single Point of Contact (SPOC) as per ticket logged and will be responsible for all corresponding communications. Customers having logged any items through the support portal are required to provide sufficient information for diagnostic and resolution purpose.
Issues will be closed when:
- Resolution is provided with issue owner acceptance (in case of no response from issue owner on resolution for 5 business days, it is deemed to be accepted) or
- Cause of issue is outside the scope of LimePoint or
- Item is currently identified as not a bug (an enhancement will be logged in LimePoint for further discussion).
Supported Products & Versions
LimePoint Products
- MintPress
- DriftGuard
- OpsChain
To receive bug fixes and feature enhancements, customers must be running the latest version of the product. Support for the previous release (n-1) is limited to critical security patches only.
A critical security patch is defined as a vulnerability with a CVSS score of 9.0 or higher as recorded by the National Vulnerability Database (NVD), or as otherwise classified by LimePoint at its sole discretion. Before any patch commitment is made, LimePoint's engineering team will conduct an applicability assessment to determine whether the affected component or functionality is actively used within the product. Where a vulnerability meets the CVSS threshold but is not exercised by the product, LimePoint may declare the vulnerability not applicable and no patch will be issued. Customers will be notified of this determination in writing, with a brief rationale. Customers may contest this determination through a formal review request; however, LimePoint's final decision is binding.
Where a patch is deemed applicable, delivery is on a best-effort basis with no guaranteed timeline, and is contingent on the underlying technology supporting the fix, as determined by LimePoint. All other fixes and enhancements require an upgrade to the latest version.
Versions older than n-1 are not supported under any circumstances. Upon release of a new major version, customers on older releases will have a 90 day grace period to upgrade before their version moves out of support unless agreed otherwise with LimePoint.
Feature requests are considered separately from bug fixes and are evaluated through LimePoint's standard product roadmap process, regardless of the customer's current version.
Example: MintPress has switched to date based versioning in YYYY-MM-DD format (e.g., 2025-04-25). If the current release is 2025-04-25, the n-1 release is the immediately preceding release. Customers on n-1 may receive critical security patches subject to applicability assessment. Customers on any version older than n-1 are out of support entirely and must upgrade to the latest version.
Priority Definitions & Response Times
At LimePoint, we base our response times and resolution actions by the reported issues' impact on your business. The more serious the issue, the higher the priority. In responding to a customers logged issue regarding LimePoint software, the following priority levels and response time frames have been established.
| Definition | Description | Response Time |
|---|---|---|
| Priority 1 Critical | Production application down or major malfunction resulting in majority of users unable to perform their normal functions. This is an incident that affects the entire Service or Application and where there is a potential for adverse effects on the business. | 1 Hour |
| Priority 2 High | Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. This is an incident that affects a group of (business unit in single region) IT services but may not be causing adverse effect to the business. An incident affecting the majority of users on the Service or Applications where no work around is available. | 4 Hours |
| Priority 3 Medium | Moderate loss of application functionality or performance resulting in multiple users impacted in their normal function. This is an incident that affects a group or business unit but does not completely stop IT services. An incident affecting a majority of users on Service or Application with a work around available. | 8 Hours |
| Priority 4 Low | Minor loss of application functionality or product feature question. This is a single user that has an incident with a device or application that affects their complete service. A single user is affected but a work around is available. For all incidents on non-critical environments i.e. Non-Production. | 1 Business Day |
Note: In the event of a P1 (Critical) Incident, LimePoint staff will work around the clock until the service is restored. This also specifies the presence of a customer representative at all times to assist in obtaining any further diagnostic evidence that may be needed, and to confirm that the resolution is satisfactory once this is available. Root cause analysis for any P1 incident after hours will be addressed during business hours wherever possible. All non-production incidents must be raised as P3 or lower.
Hours of Support
Standard hours of 9am-6pm Monday to Friday (AEST). In the unlikely event of out of hours support being required, support will be discussed and agreed on request.
In the event of a P1 (Critical) Incident, LimePoint staff will work around the clock until the service is restored. This also specifies the presence of a customer representative at all times to assist in obtaining any further diagnostic evidence that may be needed, and to confirm that the resolution is satisfactory once this is available. Root cause analysis for any P1 incident after hours will be addressed during business hours wherever possible. All non-production incidents must be raised as P3 or lower.
Support Scope
Customers can contact LimePoint service desk using our 1300 number or via the LimePoint Support Portal. When logging a support request for the first time, customers are assigned a Customer Support Identifier. LimePoint staff will provide access to log support requests via phone and via the web portal.
Support includes:
- Incident and problem logging
- Assistance with issues during installation
- Incident troubleshooting
- Incident root cause analysis
- Creation of bug report
Support does not include:
- Upgrades or upgrade planning
- Integration with other systems
- Training
- Professional services including consulting advice, project services or development services
- Advice on Oracle products including their configuration
- End of life versions
LimePoint service desk staff will attempt to replicate support requests and once validated these will be logged as bugs. For a Critical bug, LimePoint will typically fix the bug in the next point release. LimePoint will assess non-critical bugs and their resolution as part of planning for future product releases. It is important to note that non-critical bugs may not be resolved in the next product release.