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Lawson Global SupportOur Support Partnership
Andrew StephensonLawson Global Support
Working with Working with
SupportSupport
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
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About this document
This presentation is a summary of the content of the Support Operations Handbook that describes the processes and practices of Lawson Global Support (LGS). The Support Operations Handbook also describes the standard policies and procedures to establish and maintain a successful working relationship between the customer and LGS.
The language in the Support Operations Handbook will prevail over any conflicting language in this document. The Support Operations Handbook, as posted on www.myLawson.com (MyLawson), supersedes and replaces all previous support process documents, including this document.
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
prohibited
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Our mission is to make our customers stronger with timely, accurate and professional support.
Timely
– Responses, Fixes to problems, pro-activeness
Accurate
– Quality of solutions, one-time fixes, knowledgeable consultants
Professional
– Courtesy, communication, values
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
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Lawson Global Support Improved Offerings
Bronze Silver12 X 5 Support Coverage X X24 X 7 Support (Critical issues) X XMajor & Minor point releases & updates X XTax and regulatory updates X XProduct defect code corrections X XHow to Support X XPro-active webinars – “Hot Topics” X XPriority queuing XSupport Account Manager XAccess to senior LGS & LPD resources* X
* LGS=Lawson Global Support ; LPD = Lawson Product Development
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
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Lawson Global Support
Support
Maintenance Contracts
Support Account Manager (Silver)
Lawson Product Development
Product Maintenance
New Development
Company Overview Lawson Managed Services
Application Management
Application Hosting
Application Modifications
Lawson Professional Services
Implementations
Consulting
Upgrades
Migrations
Training
Lawson Learning
Customer training
Web based training
Sales
Software Acquisitions
License Contracts
Client Account Executive
Lawson CustomerYouLawson Product
Management
Product Enhancements
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
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Support Tools
Electronic and telephone support
– Lawson Customer Active Support Environment (CASE) tool replacing LIS, TellUs and other support systems
Assistance with problem determination, isolation and verification
How To support
Remote diagnostics
Product repair
Notification, access to, and support of regulatory changes as determined appropriate by Lawson
Product updates
Access from MyLawson
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
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Support Set Up, Enablement and Access
Customer (Security) Administrator Form
– MyLawson under the “About MyLawson.com section”
Lawson Customer Administrator:
– Electronic support setup, enablement and access
– Profiles for trained, authorized users to access MyLawson
– Appoint roles for Lawson CASE usage:
Case User
Case Manager
Case Admin
– Create and edit environment profiles in Lawson CASE MyLawson>Help
First Steps
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
prohibited
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Mylawson
Key communication site
Profile information
Announcements
Knowledge base
Case Management
Pro-active notification
Documentation
User communities
Customer scorecards
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
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Customer Feedback
Enhancement Requests
Escalation feedback
Participation in User Groups
CUE
Event Surveys
Let us know
how we did!
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
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LAWSON CASE
Recorded Hot Topic available for “View on Demand”
– MyLawson>Get Support>Hot Topics
– In the lower right hand corner link to the recording for Lawson CASE from February 25, 2010.
Review the “About CASE” page
– MyLawson>Get Support>”Click Here” to follow the link to the CASE microsite
– Training tutorials
– Frequently asked documents
– Dates and more…
CASE! Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support
Partnership. This presentation is confidential and authorization for use and reproduction are prohibited
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Lawson Global Support
Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are
prohibited
