Support
Mission-critical connectivity, backed by real support.
lxr.CCN carries your national applications’ traffic to CCN — so when you need us, you reach a team that knows the network. From your first evaluation through years in production, you won’t walk alone.
Get help
The right channel for where you are.
Subscribers
Log tickets and track them in the lxr.CCN Support Centre — our Atlassian service desk. Corrections, fixes and updates are handled here.
During your evaluation
Your free evaluation includes support from day one — our Support & Cloud Infrastructure team helps you get connected and running.
General enquiries
Not a subscriber yet, or a question that isn’t a ticket? Email us or use the Vivansa contact form and we’ll point you to the right person.
Prefer a form? Use the Vivansa contact form.
Support levels
Cover that matches how critical you are.
Every plan includes support. Premium adds priority handling with defined response-time targets and call-back assistance; an SLA-specific agreement covers weekend or round-the-clock needs. The support portal accepts tickets at any time — responses are delivered within support hours.
Evaluation
- Hours
- Mon–Fri · 09:00–17:00 CET
- Handling
- Best-effort
- Access
- Free support · 1 named contact
Standard
- Hours
- Mon–Fri · 09:00–17:00 CET
- Handling
- Best-effort
- Access
- Log tickets any time · unlimited contacts
Premium
- Hours
- Mon–Fri · 09:00–17:00 CET
- Handling
- Priority
- Access
- Log tickets any time · unlimited contacts
SLA Specific
- Hours
- Weekend / 24-7 callback options
- Handling
- Per agreement
- Access
- Tailored bilateral agreement
Premium service-level targets · in working hours
| Commitment | Standard | Premium |
|---|---|---|
| Time to first response | Best-effort | 2h — Incident4h — Service request8h — all other issues |
| Time to first diagnosis | Best-effort | 6h — Incident |
| Time to review a normal change | Best-effort | 40h |
| Time to resolution | Best-effort | 18h — critical incidentBest-effort — all other issues |
All targets are expressed in working hours — the clock runs only during support hours (Mon–Fri 09:00–17:00 CET, excluding Belgian public holidays), not calendar time. Premium includes call-back assistance via remote access and conferencing tools. Round-the-clock (24/7) cover requires an SLA-specific class of support.
Product & releases
Kept current, release after release.
lxr.CCN is actively maintained. Corrections, fixes and software updates are included with every paid plan, so your connector keeps pace with CCN.
Current releases
3.1.0 · 3.x branch
2.8.3.1 · 2.x branch
Two active branches — 3.x (Oracle WebLogic 12.2.1+) and 2.x (WebLogic 12c). Release notes are available to subscribers in the Support Centre.
Included maintenance
Corrections, fixes and software updates on every paid plan — no separate maintenance contract.
Support lifecycle
End-of-Support Matrix.
When each release stops receiving new features, and later bug fixes — so you can plan upgrades with certainty. Dates are dd/mm/yyyy; “—” means not yet scheduled.
| Version | Release date | End of new features | End of bug fix |
|---|---|---|---|
| 2.8.3.1 | 07/07/2026 | — | — |
| 2.8.3 | 01/08/2025 | — | — |
| 2.8.2 | 22/05/2025 | — | — |
| 2.8.1 | 13/03/2025 | 01/08/2025 | — |
| 2.8.0 | 23/08/2024 | 22/05/2025 | 01/08/2027 |
| 2.7.5.x | 15/01/2024 | 13/03/2025 | 22/05/2027 |
| 2.7.4.x | 21/09/2022 | 23/08/2024 | 13/03/2027 |
| 2.7.3.x | 23/06/2022 | 15/01/2024 | 23/08/2026 |
| 2.7.2 | 17/08/2021 | 21/09/2022 | 15/01/2026 |
| 2.7.0 | 25/01/2021 | 23/06/2022 | 21/09/2024 |
Need a hand, or a specific SLA?
Subscribers reach us in the Support Centre. Evaluating, or need weekend or 24/7 cover? Talk to us and we’ll set it up.