Scope of Technical Support
LANSA help desk support is currently available in North America, Australia, UK, France, Benelux and Austria/Germany/Switzerland regions. In other countries please contact your LANSA distributor directly.
Scope of Technical Support
- Installation and upgrade assistance
- Feature/command clarification
- Product defect verification and reporting
- Enhancement and change request submission
For better service, please have available as much applicable information as possible
- AS/400 Job Logs
- RDML Listing
- Product Release Level
- Operating System Environment
- Error Message Screen Prints
- Also see Improving Issue Resolution Times
Regional Office Operating Hours and Response Times
Americas
For best service, please utilize the support portal (password required).
|
Support Portal: Request support assistance, software upgrades, EPC downloads, or review Knowledgebase. Training registration and instructor ratings are also entered on this page. |
A password is required to access the
support portal. This password must be requested during normal business
hours by . You must be current on your maintenance to access this site. Any request entered via the support portal will receive an email confirmation and LANSA support will have immediate visibility to your request during normal business hours - Monday through Friday 8:00am to 6:00pm Central Standard Time. During non-business hours high/critical priority requests will be forwarded to a support specialist who will respond within two hours. |
| Email or online form: | Confirmation of an e-mail request will be within two hours during normal operating hours, or following business day. |
| Phone: | Attended Monday through Friday 8:30 am to 5:00 pm Central Time. After hours you may contact Technical Support through the 800 number voice mail system. Urgent requests will be routed via pager to a technical support analyst who will return you call within one hour. Non-urgent requests will be responded to within two hours of next business day. |
Asia Pacific
| Email or online form: | Initial response to an e-mail request will be within one hour during normal operating hours, or business day. |
| Phone: | Attended Monday through Friday 9:00 am to 5:30 pm Eastern Standard Time. After hours you may leave a message on the voice mail system. |
EMEA
United Kingdom
| Email or online form: | Initial response to an e-mail request will be within one hour during normal operating hours, or following business day. |
| Phone: | Attended Monday through Friday 8:30 am to 5:00 pm GMT. After hours you may contact Technical Support through voice mail system. |
Benelux
| Email or online form: | Initial response to an e-mail request will be within one hour during normal operating hours, or following business day. |
| Phone: | Attended Monday through Friday 8:30 am to 5:00 pm. |
| Standby: | If you plan to work evenings or weekends (for example to install a new release) you can
arrange for one of our staff to be available on standby in the event of any problems. Support can also be arranged for weekends at special rates. If you think you will need support over a weekend please contact the help desk in advance to organize it. |
France
Pour tout problème rencontré dans l'utilisation ou la mise en oeuvre des solutions et produits LANSA, notre service de support technique est à votre écoute. Vous pouvez contacter le support technique de plusieurs façons. Choisissez le moyen qui vous convient le mieux :
| Par en ligne : | La réponse initiale à une demande par courrier électronique vous sera retournée en moins d'une heure pendant les heures d'ouverture du support, ou le jour travaillé suivant. |
| Par téléphone : | Le support est joignable du Lundi au Vendredi de 9h00 à 12h30 et 14h00 à 18h00. |
Le support technique répond à vos questions concernant:
- L'assistance à l'installation et aux mise à niveau.
- Des éclaircissements sur une caractéristique / une commande.
- La vérification et notification d'un défaut du produit.
- La soumission de demande d'extension ou de modification.
Quelque soit la méthode utilisée pour demander de l'assistance, donnez-nous toutes vos coordonnées ainsi que le plus d'informations possibles concernant votre problème.
Afin de nous permettre de répondre au plus vite à votre demande, précisez vos coordonnées complètes ainsi que le plus d'informations possible concernant votre question :
- Nom et version du produit concerné,
- Système d'exploitation,
- Historique ou trace du travail (log),
- source L4G,
- images écrans du message d'erreur
- et tout ce qui pourra nous aider à reproduire votre problème ...
Deutschland
Technische Unterstützung für LANSA Produkte erhalten alle Kunden die einen gültigen Wartungsvertrag besitzen.
| Email or Online: | Eine vorläufige Antwort auf Ihre Email-Anfrage erhalten Sie in der Regel innerhalb einer Stunde nach Eingang während der normalen Geschäftszeiten, ansonsten an dem darauf folgenden Arbeitstag. |
| Phone: | Montags bis Freitags von 08:30 Uhr bis 17:00 Uhr |
Technische Unterstützung umfasst folgende Bereiche:
- Installation und Release-Wechsel
- Erklärungen zu Features und Commands
- Produktüberprüfung bei Defekt und Reporting
- Verbesserungs- und Änderungsanträge
Für besseren Service halten Sie bitte soviel relevante Informationen wie möglich bereit zum Beispiel:
- AS/400 Jobprotokolle und ggf. Dumps
- RDML Auflistung
- Produktversion
- Betriebssystem / Umgebung
- Fehlermeldung bzw. Bildschirmausdrucke
