Technical Support User Guide Lightspeed Systems Technical Support User Guide
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Table of Contents
Welcome ................................................................................................................................ 3 Technical Support Overview ................................................................................................... 3 Lightspeed Systems Global Technical Support Program ................................................................... 3 Hardware Support ........................................................................................................................... 5 Getting Started With Support ................................................................................................. 5 Community Account ID ................................................................................................................... 5 Lightspeed Systems Customer Support ............................................................................................ 5 Scope of Lightspeed Systems Global Technical Support ........................................................... 6 Technical Support Includes: ............................................................................................................. 6 Technical Support Excludes: ............................................................................................................ 6 Certified Product Listing .................................................................................................................. 7 Contacting Lightspeed Systems Global Technical Support ....................................................... 7 Support Online ................................................................................................................................ 8 Support by Phone ............................................................................................................................ 8 Local Language Support ................................................................................................................... 8 Software Support Request Procedure .............................................................................................. 8 Case Closure Policy .......................................................................................................................... 9 Enhancement and Feature Request Process .................................................................................. 10 Technical Support Resources ................................................................................................ 10 Community ................................................................................................................................... 10 Knowledgebase ............................................................................................................................. 10 Customer Forum ........................................................................................................................... 11 Tech Alerts .................................................................................................................................... 11 Product Instructional Videos ......................................................................................................... 11 Support Escalation Channels and Contacts ............................................................................ 11 2 Lightspeed Systems Technical Support User Guide
Welcome
It is our pleasure to welcome you to Lightspeed Systems and the Lightspeed Systems
Global Technical Support organization, where customer satisfaction is our primary
objective. A worldwide team of highly trained and experienced technical support
engineers backs Lightspeed Systems solutions. With operations around the globe, we
provide our customers with products and services required to help manage the risks of
Internet browsing, ensure safe and productive use of the Internet (including email),
and provide protection for critical systems and information. We also ensure that our
solutions provide features that empower teachers within the classroom.
To maximize the value our customers receive from Lightspeed Systems Global
Technical Support, we have created this User Guide to help you become familiar with
our support offerings, programs, services, and procedures. The most current
information pertinent to each item below can be found on our Community Site. Please
check there for the most current information regarding Lightspeed Systems Global
Technical Support.
Technical Support Overview
Lightspeed Systems Global Technical Support Program Lightspeed Systems Technical Support is included with every Lightspeed Systems
product subscription. This includes unlimited 24x7 access to Lightspeed Systems
Support, the Lightspeed Systems knowledgebase and product documentation from
our Community site. During your subscription term, these resources enable you to
submit your support cases; take advantage of the latest security features; download
software, upgrades, updates and patches; and review Lightspeed Systems product
documentation.
Lightspeed Systems Technical Support User Guide 3
Normal business hours are defined as:
•
Monday – Friday 12:00 am to 5:00 pm Pacific Time
Response times and expected support experience are as follows:
Severity
Situation
Lightspeed Systems
Expected Response
Customer Expected
Response
Critical
Catastrophic business
impact:
1st call response in 1 hour
or less.
Complete loss of a
mission critical process.
Effort on a 24x7 basis.
Allocation of appropriate
resources to sustain
continuous effort on a
24x7 basis.
Needs immediate
attention.
High
Medium
Low
Escalation to appropriate
team.
Critical business
impact:
1st call response in 4 hours
or less.
Significant loss or
degradation of service.
Effort on a 24x7 basis.
Moderate business
impact:
1st call response in 6 hours
or less.
Moderate loss or
degradation of services
but work can
reasonably continue in
an impaired manner.
Effort during business
hours only.
Minimum business
impact:
1st call response in 12
hours or less.
Substantially
functioning with minor
or no impediments to
service.
Effort during business
hours only.
Allocation of appropriate
resources to sustain
continuous effort on a
24x7 basis.
Escalation to appropriate
team.
Allocation of appropriate
resources to sustain
business hours effort.
Accurate contact
information on case
owner.
Responsive with in 24
hours.
Additional and up-to-date information about Lightspeed Systems Global Support
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Programs is located at our Community technical support site:
http://community.lightspeedsystems.com/support
Hardware Support Support for hardware is included for all hardware purchased from Lightspeed Systems.
Support for hardware is available only during the warranty period and a valid software
license is required.
Hardware support includes the following:
•
•
•
Repair or replacement of defective hardware materials and workmanship,
including internal peripherals, during the warranty period. Advance Server
Replacement is used for any RMA action covered under warranty
“Retain your hard drive” capability in the event of hard drive failure and
replacement
Telephone-based troubleshooting
On-site support provided by a Lightspeed Systems authorized service technician is
available for an additional charge.
Getting Started With Support
Community Account ID To take full advantage of Lightspeed Systems Global Technical Support services, start
by creating a Lightspeed Systems Community site user account. You can create an
account here: https://community.lightspeedsystems.com/register/
Lightspeed Systems Customer Support In order to protect student and staff data, in addition to supplying other customer
information, you must identify yourself when calling Lightspeed Systems Customer
Support. Only users designated by you as “Support Entitled Users” (SEUs) are allowed
to create a support ticket or request an update on an existing ticket. When creating a
new support ticket either by phone, chat, email or the web, you will be asked to identify
Lightspeed Systems Technical Support User Guide 5
yourself and your organization. This process is designed to ensure access is provided
solely to individuals authorized by you.
Scope of Lightspeed Systems Global
Technical Support
Technical Support Includes: •
•
Support for Lightspeed Systems product and services versions, as defined in the
Tech Support Entitlement Matrix.
Help with questions and product behavior issues pertaining to supported
Lightspeed Systems products and services in areas of:
o Installation
o Deployment
o Administration and configuration
o Maintenance and upgrade
o Features and functionality
Hardware support will only be provided for hardware that has not been damaged as a
result of external forces or conditions such as accidents, abuse, misuse, an unstable
environment or power source, or natural disasters. Hardware support will not be
provided if:
•
•
•
•
Hardware (or software) is repurposed or modified from its original configuration
Hardware has missing or altered serial numbers or service tags
Hardware has been serviced by someone other than a Lightspeed Systemsauthorized service provider
Lightspeed Systems product subscription has expired
Please check the Lightspeed Systems global technical support website for the most
current hardware policy.
Technical Support Excludes: •
Support for uncertified architectures, platforms, or configurations
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•
•
•
•
Support for Lightspeed Systems products and versions that have passed their
published End of Support (EOS) and End of Life (EOL) dates
http://community.lightspeedsystems.com/knowledgebase/lightspeed-systemsproduct-lifecycle-overview/
Diagnosis or support of third-party products and enabling software (e.g.,
operating systems and network software)
Problems caused by damaged software or use or modification of software, not
as provided in the software documentation.
Certified Product Listing Lightspeed Systems maintains a list of release notes and currently certified product
configurations, which can be found on our Community Site.
For Lightspeed Systems customers with valid product subscriptions who are running
non-certified configurations, Lightspeed Systems will use commercially reasonable
efforts to investigate potential issues with Lightspeed Systems software running
together with these non-certified configurations. As part of the investigation,
Lightspeed Systems may require the issue to be reproduced by the customer
independently to isolate the issue from the non-certified configuration.
Where issues are confirmed to be unrelated to the non-certified configuration,
Lightspeed Systems will support its software in a manner that is consistent with
support provided on Lightspeed Systems-certified configurations. Where issues are
known, or proven to be directly related to the non-certified configuration, Lightspeed
Systems will require the customer to migrate to a certified configuration.
Contacting Lightspeed Systems Global
Technical Support
Lightspeed Systems Global Technical Support offers customers and partners our
highest level of service. You can receive support via phone, email, chat or online at
community.lightspeedsystems.com by using our extensive self-service resources.
Lightspeed Systems Technical Support User Guide 7
Support Online Log in to our Support Request Portal at community.lightspeedsystems.com/support
with your Lightspeed Systems Community user credentials. Here, you will find links for
contacting us via chat or to create a new case via email or web form.
Support by Phone Call one of our offices during the business hours (listed above in the Technical Support
Overview). You will be routed to the first available technician. See p.12 for phone
numbers.
Local Language Support Lightspeed Systems technical support is delivered primarily in English. While we
cannot guarantee local language support in all instances, best effort local language
support is available as follows:
Support Region
Americas
Europe
Asia Pacific
Middle East & Africa
Language
English
English
English
Support in additional languages may be available through our certified regional
resellers. We are working to add support in additional languages.
Software Support Request Procedure To report an issue, you can contact us online or by phone. In order to efficiently resolve
problems, it is important that there be clear and effective communication between you
and Lightspeed Systems. The first step of the process requires you to accurately report
the problem. To begin, you will need to provide us with at least the following
information to initiate the process outlined in this User Guide:
•
•
•
•
Customer name
Customer serial number
Technical contact information, including: name, telephone number, and email
address
Preliminary assessment of the scope and severity of the problem, including the
number of affected appliances/users/seats
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•
Additional details and files needed to resolve the issue, as requested by us
When opening a support request, a case number will be assigned and provided to you.
Retain and use this case number in order to facilitate future communications with us
regarding the matter.
Having the information below to provide to the technician is not mandatory, but it can
greatly improve the response time.
Existing case number (if you are calling about an existing case). The case number is
found on your case confirmation email
Product version and patch levels for all Lightspeed Systems servers
Network topology
Deployment and system configuration of all Lightspeed Systems servers and network
components (i.e., directory, database, gateway, reporting servers, operating systems,
etc.)
Documentation of initial symptoms and impacts (i.e., log files, screen shots, trace files,
etc.)
Identification of changes made to your environment prior to manifestation of the
problem
In addition, we expect you to participate in problem resolution in the following manner:
•
•
•
•
Provide a timely response to inquiries for technical information, including
current status of issue, recommended fixes, and deployed patches
Have proper technical personnel available for consultation, further testing, and
diagnosis, as needed
Gather log files and data, as requested by us
Participate in conference calls as needed]
Case Closure Policy Cases are closed and casework is ceased according to the following criteria:
Standard Case Closure
Your confirmation that the case is resolved and can be closed because an acceptable
workaround or solution has been provided
Lightspeed Systems Technical Support User Guide 9
Non-Standard Case Closure
We will close the case if you do not respond to repeated inquiries by our technicians to
confirm whether the problem has been satisfactorily resolved. We will make at least
three attempts to contact you via phone and email before closing a case due to lack of
customer response
Your software license has expired
We will reopen any case or may create a new case if you call to report the problem
persists.
Enhancement and Feature Request Process You can log product and service enhancements or new requests through the feature
request forum:
http://community.lightspeedsystems.com/dev-hub/ - idea
You will need to log in with your Community credentials
Technical Support Resources
Accessing our collection of online resources requires a Community site login account.
If you don’t already have an account, create one at
https://community.lightspeedsystems.com/register.
Only SEUs are able to register for Community accounts.
Community Log into the Community portal to obtain the latest product updates, hotfixes, and
service packs, and access product-specific tools. You will need to create an account if
you don’t already have one. To log in or create an account, go to
http://community.lightspeedsystems.com.
Knowledgebase Our customers use the Lightspeed Systems knowledgebase daily to find solutions to
their common product problems. The Lightspeed Systems knowledgebase is kept
10 Lightspeed Systems Technical Support User Guide
current with documentation, downloads, top articles, and product-specific solutions.
The knowledgebase is available by selecting your product on the Lightspeed Systems
knowledgebase home page at
http://community.lightspeedsystems.com/knowledgebase.
Customer Forum Join our online community to share questions with and offer solutions and
suggestions to other Lightspeed Systems customers regarding product best practices,
deployment, installation, configuration and other product topics. You can access the
Lightspeed Systems-moderated forum at
http://community.lightspeedsystems.com/knowledgebase/how-to-subscribe-tolistserv.
Tech Alerts Subscribe to tech alerts and maintenance advisories to receive product alerts that
automatically notify customers any time Lightspeed Systems issues new releases,
critical hotfixes, or other important technical information. Sign up now to receive tech
alerts for your products from Lightspeed Systems.
https://community.lightspeedsystems.com/your-profile/email-subscriptions/
Product Instructional Videos Learn from our expert technicians about how to maximize the value of Lightspeed
Systems products in your environment. A wealth of helpful information is available in
the Training section of the Lightspeed Systems Community site at
http://community.lightspeedsystems.com/training/library
Support Escalation Channels and
Contacts
We are committed to solving every customer issue in a timely manner. If at any time
you are not satisfied with the level of support that you received, you are encouraged to
bring this to the attention of our support management team.
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The technical support escalation path is as follows:
Customer > Support Manager > Support Director > EVP, Global Operations and
Customer Service.
Note: For immediate attention to your concerns, please ask for a manager when
calling during supported business hours.
Lightspeed Systems Support
Technical Support Americas
1-800-444-9267
Technical Support EMEIA
+44 (0) 1277 240 640
Technical Support APAC
Australia/New Zealand,
China, Japan, SE Asia
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+61 2 9006 1378