Support

Help and advice, when you need it

We're proud of our products, but we understand that sometimes things don't always go according to plan. If that happens we have great teams across EMEA, the Americas and Asia Pacific who are on hand to help.

To meet your needs we offer support on two levels:

• Standard: Quick to respond, available to all customers, with the option to escalate more serious issues.
• Premium: Extended hours of support and your own dedicated point of contact.

Whichever you choose, we apply the same high standards to our Support process:

• Best practice: We adopt Information Technology Infrastructure Library (ITIL) guidelines, a globally recognized framework for identifying, planning, delivering and supporting IT services.
• Global presence: We know that great service comes from local presence and knowledge, so our support teams are based in EMEA, the Americas and Asia Pacific. Wherever you're based, we're here for you.
• Easy to get in touch: You can submit, update, view progress on, and close your Support cases 24/7 through our customer community portal. You can also contact us directly by email or telephone to reach one of our Support experts in our local teams.
• Instant information: Our online customer community portal also provides instant access to user and product documentation, as well as advice and suggestions from fellow Lumesse customers. In addition, our comprehensive 'Knowledgebase' contains thousands of technical tips and product usage information, as well as 'Solutions' for known issues.