Lawson Software have unveiled an improved set of global support offerings for organisations that use Lawson enterprise applications. The two-tier maintenance and support programme is developed based on Lawson customer feedback. It provides Lawson customers with features and benefits they asked for, including more value, choice and flexibility, along with enhanced features such as expanded support hours and proactive webinars.
Lawson Software offer two levels of maintenance and support:
• Bronze - for customers who want a cost-effective support solution while protecting their investment and
• Silver - for customers who want the added personal attention of a Lawson global support account manager.
Lawson introduced the improved support offerings during their 2009 Conference and User Exchange (CUE) in San Diego, California. Lawson’s goal with the enhanced support offerings is to help customers to improve their operations and keep their Lawson enterprise software system to run smoothly. Lawson applications offer industry-specific functionality for organisations in healthcare, public sector, manufacturing and distribution, equipment service management and rental, food, fashion and other service sector organisations.
According to Colin Balmforth, Executive Vice President, General industries and Global Support, Lawson Software, by creating a simpler, more effective support structure and improving value and content, Lawson can help their customers to become stronger.
Lawson Bronze maintenance helps to keep maintenance costs lower while providing product updates, access to MyLawson.com and access to support consultants during the customer’s business hours. It also provides 24/7 critical issue support, access to upgrades, tax and regulatory updates, and corrections as well as remote diagnosis, rapid technical response, customer-focused topics, web sessions and electronic reporting.
Lawson Silver maintenance includes everything in the bronze package along with a Lawson global support account manager, a scorecard activity review to track progress on support cases and software update planning services. It also provides access to senior support resources within the Lawson Global Support and Product Development teams, priority case queuing and an exclusive track event during the Lawson CUE event.