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

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