Support Services

Support Services

Introduction

Lenovo Software support offers a variety of technical support services.  Support for Unified Workspace is included with your yearly software maintenance renewal and provides access to our support engineers, product knowledge, technical notes, and frequently asked questions. 

Support methods

There are several ways a customer can interact with Lenovo Software Unified Workspace Engineers.  They include:
  1. Self Service
    1. Lenovo Software provides an online Support Knowledge Base with many of the common questions and accompanying solutions. 
  2. Email Support
    1. Email support is generally the quickest method of having a question answered.
    2. Customers may initiate a support incident request by using our online Support Request or by emailing support@lenovosoftware.com.
    3. Requests are handled on a first come first serve basis.
    4. Please provide your contact information and your question when submitting a support incident.
  3. Phone Support
    1. To allow the support engineers to focus on existing customer issues, a call to 1-800-505-6865 will allow you to leave a voice mail with a description of your problem. 
    2. A support ticket with the voice mail recording will be generated and put in the support queue.
    3. Requests are handled on a first come, first serve basis.
    4. Please provide your contact information and your question when submitting a support incident.

Support Cases

  1. A support case is defined as a question or an issue that focuses on one area of Unified Workspace, which has prompted the need to contact support via email, phone or other means.
  2. While we strive to answer your questions as fast as possible, there is no guaranteed solution time. Questions are generally responded to within one business day; however, depending on the issue, it may take longer to resolve fully.
  3. One case may involve several interactions with the Support Engineers to resolve and may require multiple phone calls, emails, and offline research.
  4. To assist in finding a solution to a customers problem, multiple calls, emails, and remote sessions may be required.
  5. A reasonable effort will be made to resolve the issue to the customer's satisfaction. In some cases, a patch may need to be developed, and a customer will need to apply this patch to fix the problem.
  6. The time it takes to develop a fix cannot be guaranteed, and a workaround may be offered until a permanent fix can be found.

Support Hours

  1. Hours : M-F, 8:00am-5:00pm EST
  2. Excludes US holidays.

Scope

  1. Support engineers are able to assist with the installation, configuration of Unified Workspace. 
  2. Unified Workspace integrates in with many systems in customers network, however support engineers are not able to assist in supporting those systems. 
  3. The customers own support staff and system vendors should be involved in configuration of systems out side of Unified Workspace. 
  4. Unified Workspace works on Windows and Linux.  However if your staff is not well versed in Linux, Windows is recommended.
  5. Upgrades due to the time it takes should be scheduled in advance.
  6. Several areas of the product are considered "as is" solution - which means development has not continued and outside of critical bug fixes, support is no longer able to assist in setup or modifications.  
    1. Forms/Reports
    2. Community Services

    • Related Articles

    • New Directory Services Architecture (AD LDS)

      Unified Workspace has always required an LDAP directory service to serve as the primary datastore for the environment. All configuration objects and user data are stored in this underlying directory service. Until now, LUW required this to be the ...

    • Disable Group Search for File Services

      Issue: In the past Unified Workspace (formerly webNetwork) required having to manually add some search indexes to prevent slowness issues in various parts of webNetwork, most notably (webStorage) File Services. When a user authenticates to Unified ...

    • Terminal Server (Remote Desktop Services) licensing.

      When Remote Desktop Services role is installed you will be given 3 options.  Configure Later - You can postpone your decision and simply select Configure Later. You'll have a grace period of 120 days to configure licensing and select a licensing ...

    • SMBv2 Support

      Issue: Due to the recent WannaCry ransomware attack, many customers are asking if Unified Workspace can be configured to utilize SMBv2 or SMBv3 to communicate to their Windows file shares.  Thus allowing them to disable SMBv1 on their servers. ...

    • FAQ for Terminal Services

      Where can I find information for Microsoft Terminal Services? Microsoft URL : http://www.microsoft.com/technet/community/en-us/terminal/terminal_faq.mspx

    • Popular Articles

    • Old Browser Versions

      Question: I am using an older browser version and am having problems. What can be done ? We are not able to upgrade the browser at this time.   This is a challenge for any company that makes software that utilizes a browser. Since Stoneware does not ...

    • LCS Redirection

      Problem: How to redirect the LCS in an environment with multiple LCSs and students connecting to them. Solution(s): Create an allow.cfg on all LCS(s) (including the Master) in the network, however, even if no allow.cfg is present on an LCS, machines ...

    • Time windows allows for Service Shutdown

      Issue: Can the time windows gives a service to shut down before it kills the service be increased? Solution: Yes, the following information comes from the Microsoft URL : http://support.microsoft.com/kb/146092 To specify the wait time, do the ...

    • How to disable password saving - Internet Explorer

      Having multiple methods for saving a password in the browser can cause confusion for the user.   To disable password saving in Internet Explorer, launch Internet Explorer and perform the following steps. Click the blue Settings menu icon in the upper ...

    • How to disable password saving - Chrome

      Having multiple methods for saving a password in the browser can cause confusion for the user.  To disable password saving in Chrome, launch Chrome and perform the following steps. Click the Chrome menu button in the upper right corner of the Chrome ...

    • Recent Articles

    • Lenovo Unified Workspace 7.0.0.63 Released

      Highlights of Unified Workspace 7.0.0.63 If you need assistance with your update, please e-mail support at support@lenovosoftware.com or visit https://unifiedworkspace.com/support/ for more information. Below is a list of enhancements and fixes for ...

    • How to fix customized login and profile after upgrading to v7.0

      With the release of 7.0 the default login page has been modified to simplify the customization process.  If you are having an issue with the login page not displaying, after upgrading to v7.0, you will need to delete the custom CSS code and start ...

    • SAML SP - Sync Directory Password

      Login script to prompt for directory password Since the user does not login into Unified Workspace with a password, we cannot capture the password to use in the @@password@@ variable.  If you would like to use the Active Directory password for other ...

    • MySQL 8 SSL

      Issue Admin is making a database connection to a MySQL 8 database.  When clicking the Ping button on the DB Connection object, the following error is presented: WARN: Establishing SSL connection without server's identity verification is not ...

    • 7.0 excludeProtocols - includeProtocols - allowCiphers - denyCiphers config file

      excludeProtocols - includeProtocols - allowCiphers - denyCiphers config file The following configuration is recommended for systems running 7.0.0.63, and higher. (For older 6.5 releases of UW, please see this article.) ...