Overview

LCvista provides all customers with standard support via email and phone at no additional cost. Standard support covers troubleshooting and basic how-to guidance.

Training

This policy applies to supplemental training after go-live and is separate from training included in a customer’s implementation/onboarding. Structured or recurring product enablement needs, including requests that typically require more than approximately 15 minutes of dedicated instruction, may be routed to a paid admin enablement training session. Training sessions are intended for deeper walkthroughs, workflow education, or repeated enablement needs and do not apply to resolution of a specific product or support issue. These sessions are designed for firm administrators and are not intended for end users.

From time to time, our support team may recommend an admin enablement training session when they believe an administrator would benefit from more in-depth, individualized guidance than our standard support channels can provide. These recommendations are always made in the spirit of helping administrators build confidence with the platform, get the most value from its features, and maximize value for the firm. Scheduling a session is entirely optional and at the customer’s discretion.

Training Details:

• Rate: Contact your LCvista account manager for current pricing. Sessions are billed in 1-hour increments.
• Session length: Training is typically delivered in 1-hour sessions. Certain complex topics may require up to a 2-hour session based on scope.
• Audience: Firm administrators only. Maximum of 3 administrators per session.
• Format: Virtual Only (Teams)
• Scheduling: Sessions must be scheduled in advance. Cancellations with less than 24 hours’ notice will be billed or deducted from purchased training hours.  Availability and scheduling are subject to support team resources and capacity, and preferred dates and times cannot always be guaranteed.

Expiration of Purchased Hours:

Purchased training hours are valid for a defined period based on the number of hours purchased, with larger purchases receiving a longer usage window. The applicable expiration date will be confirmed at purchase. Hours are transferable between administrators within the same firm, are non-refundable, and unused hours expire at the end of the applicable period.

Included in Training:

• Tailored walkthroughs of system setup and configuration
• Administrator best practices
• Session recording (accessible on your LCvista site)

Not Included:

• End-user training
• Custom consulting outside scope (integrations, data migration, compliance consulting, etc.)

This policy ensures administrators receive dedicated, high-value training while keeping our standard support channels responsive for quick resolutions.