StreamServe-Lawson Support Enhancements
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Beginning January 1, 2009, all Lawson customers registered and current on their maintenance contract will have:
- Access to the StreamServe Support website, 24 hours a day, seven days a week.
- Access to search a comprehensive Solutions Knowledge Database.
- The ability to submit and track incidents via the StreamServe Support website.
- The ability to request support via e-mail or by telephone.
Below is detailed information regarding the changes, how to access StreamServe support and services as well as information about how StreamServe can help you address your growing business needs:
Who is StreamServe Technical Support?
Where is StreamServe Technical Support located?
What services does StreamServe Technical Support provide?
How does one contact StreamServe Technical Support?
For quick answers to most of your questions, go to M3 FAQ's.
Who is StreamServe Technical Support?
StreamServe Technical Support is comprised of more than 20 Technical Support Consultants, who are StreamServe certified experts in all StreamServe products. As part of the StreamServe Technical Support offer, StreamServe Technical Support provides Technical Consultants who are native language speaking in English, Swedish, German, French, Dutch, Norwegian and Finnish.
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Where is StreamServe Technical Support located?
StreamServe Technical Support is comprised of 3 Global support hubs, Gothenburg (Sweden), Boston (USA) and Singapore (Asia). These 3 support hubs enable StreamServe Technical Support to provide StreamServe’s global customers with 24 hour technical support 7 days a week.
The Gothenburg support hub is the main global support hub, and is situated in the StreamServe Research and Development (R&D) office.
Technical Support Gothenburg has direct access to StreamServe R&D resources and handles all ‘Escalated’ (Priority 1 & 2) support incidents, and product fault reporting to StreamServe R&D.
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What services does StreamServe Technical Support provide?
StreamServe Technical Support provides product support and product related information to end customers, partners and StreamServe consultants.
Technical Support handles and manages all queries about StreamServe product functionality and usage (see Appendix B of Technical Support Guide).
StreamServe Technical Support is also tasked with investigating suspicious behaviour within StreamServe, and the reporting of any product defects to StreamServe R&D (see Appendix C of Technical Support Guide).
StreamServe Technical Support is also responsible for receiving and processing market suggestions on how to enhance and improve StreamServe products (see Appendix D of Technical Support Guide).
However, StreamServe Technical Support is unable to assist with specific StreamServe project and solution development queries , as these queries are to be handled by each of the local StreamServe Consultancy offices.
Due to the fact that StreamServe can be integrated with a large variety of external applications, where possible StreamServe Technical Support will provide basic information and assistance for Non-StreamServe applications, however in general StreamServe Technical Support will not provide direct support for Non-StreamServe products.
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How does one contact StreamServe Technical Support?
If you are a designated contact (see Appendix F) there are 3 alternatives for contacting StreamServe Technical Support.
Alternative 1 for contacting StreamServe Technical Support is to logon to the StreamServe Technical Support Web (http://support.streamserve.com) and create a support incident (see Appendix E of Technical Support Guide).
Alternative 2 for contacting StreamServe Technical Support is to send an email to the support email address, describing the problem in as much detail as possible (see Appendix E of Technical Support Guide).
Alternative 3 for contacting StreamServe Technical Support is via the StreamServe Technical Support telephone service. Technical Support contact phone numbers are provided below:
Asia/Pacific: +65 63 72 43 11
Benelux: +31 (0) 10 711 51 51
Finland: +358 (0)9 54064050
France: +33 (0)4 42 97 33 39
Germany: +49 511 16 990 326
Norway: +47 (0)22 90 74 55
Sweden: +46 (0)31 778 2660
UK: +44 (0)845 658 9880
USA: +1 (0)781 761 6691
USA: +1 (0)877 99 STREAM
World: +46 8 686 85 20
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-24 x 7 support is based on StreamServe Premium level support offering. For further information on StreamServe Technical Support offerings please see Appendix A of Technical Support Guide.
-A StreamServe ‘development query’ is any query that requires adjustments or modifications to the StreamServe project logic, which cannot be achieved via the implementation of standard StreamServe functionality.
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