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We offer expectional service and support and are committed to delivering 24/7 customer service excellence to guarantee you get the most out of our solutions, enabling us to ensure your success, together.

Setting the standard

We continuously strive to improve performance, through our robust internal targets and quality objectives; our processes are based on best practice methodologies.

Global, with the local touch

We’re ready to support you in your local language and timezone, through our support centers in Europe, the US and Asia.

Tried & tested

Our support packages are tailored utilizing our vast knowledge and experience of working with over 2000 customers in over 70 countries.

How we ensure your success
Service level agreements

We are passionate about setting and exceeding our SLAs with our customers to ensure the best possible support. The SLA agreement forms part of your contract with us and our teams are driven to exceed expectations, so you can be sure of a quality service every time.

Global support centres

Our support centres in Europe, US and Asia offer you assistance during local business hours of Monday-Friday, 0800-1800. As well as a 24/7 global support for system down time issues.

Lumesse community portal

Access to the Lumesse Community Portal is a standard part of support for all Lumesse customers. Customers are able to access information, view hints and tips, view content for upcoming releases, as well as raise queries or incidents when they need to. 24/7 access to the Community Portal for 4 contacts providing:

  • Access to the knowledge base ‘Solutions’ enabling self-service support
  • Ability to raise and vote for ‘Ideas’ for future releases
  • Full access to create and track ‘Cases’ if you find an issue
  • Access to download product manuals, guides and release notes
  • Access to the Lumesse Academy for all Learning content and courses
Notifications service

For support alerts, product release information, enhancement and maintenance releases.