Transcript Lawson - Corporate Template

Lawson Global Support
Our Support Partnership
Andrew Stephenson
Lawson Global Support
[email protected]
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
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
7/17/2015
Page 2
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 prohibited
7/17/2015
Page 3
Lawson Global Support Improved Offerings
12 X 5 Support Coverage
24 X 7 Support (Critical issues)
Major & Minor point releases & updates
Tax and regulatory updates
Product defect code corrections
How to Support
Pro-active webinars – “Hot Topics”
Bronze
X
X
X
X
X
X
X
Priority queuing
Support Account Manager
Access to senior LGS & LPD resources*
Silver
X
X
X
X
X
X
X
X
X
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 prohibited
7/17/2015
Page 4
Lawson Global Support
Company Overview
Lawson Managed Services
 Support
 Application Management
 Maintenance Contracts
 Application Hosting
 Support Account
Manager (Silver)
 Application
Modifications
Lawson Product
Development
Lawson Professional
Services
 Product Maintenance
 New Development
Lawson Product
Management
Lawson Customer
You
 Implementations
 Consulting
 Upgrades
 Migrations
 Product Enhancements
 Training
Lawson Learning
Sales
 Customer training
 Software Acquisitions
 Web based training
 License Contracts
 Client Account Executive
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
7/17/2015
Page 5
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 prohibited
7/17/2015
Page 6
7/17/2015
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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
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
7/17/2015
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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 prohibited
7/17/2015
Page 9
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 prohibited
7/17/2015
Page 11
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
7/17/2015
Page 12
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
7/17/2015
Page 13