Site-based support ready to help

Once Shopfloor-OnlineLifescience Edition has been qualified and handed over, we understand that you may still feel the need to have immediate site based support during the initial 3 months of operation. We can ‘leave behind’ a project resource familiar with your configuration for this purpose.

Product Support for Shopfloor-OnlineLifescience Edition

Once Shopfloor-OnlineLifescience Edition has been installed and is up and running, there may be specific product questions that need answering due to changes or new product introduction.

  • LZ Lifescience offers a dedicated manned helpdesk to take customer questions and issues for Europe and the USA and other locations to meet customer requirements.
  • Customers can only gain access to the helpdesk and support web site by quoting a valid Support & Maintenance Contract number.
  • All incoming calls are logged in our internal customer database.
  • 80% of calls are responded to within 30 minutes.
  • The support resources report to the Product Development Director so that support calls that cannot be resolved immediately can be escalated to Product Development for resolution.
  • VPN links can be set up so that the support desk can connect to the Customer’s site and see the problem directly to minimise downtime.
  • A support website is available with software downloads and a knowledge base.

Managed Service Support

We offer a full ITIL compliant Managed Service following support workflows for the following service processes:

  • Access Management
  • Incident & Problem Management
  • Event Management
  • Knowledge Management
  • Escalation Management
  • Continuity Management
  • Configuration Management
  • Change Management
  • Release Management
  • Risk Management
  • Data Management
  • Applications Management
  • Supplier Management
  • Technical Management
  • Business Process Management
  • Continual Improvement
  • Shop Floor

The processes can be reviewed and agreed during a series of customer workshops. Integration with customer systems can be an integral part of the various processes provided that IT access and appropriate approved hardware is issued to us. Having a managed service based on ITIL is the best practice for critical business systems and allows the scalability required for many of our multinational customers as they roll out Shopfloor-OnlineLifescience Edition across multiple sites. Managed Service Support is ideally suited to remote support for a multi-site installation.