Support services

Link to Support Site  >>>

Once Shopfloor-Online has been installed and is up and running although you will have had training we understand that you will still need help and have questions that need answering. 

• Lighthouse offer a dedicated manned helpdesk to take customer questions and issues for Europe and the USA. 
• 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 Development Director. Support calls that cannot be resolved directly are escalated to 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. 
• The direct connection by VPN means:- 
  • Quick diagnosis of problems 
  • Ability to `see` what’s happening and help 
  • Resolve issues without having to attend site
  • Help with upgrade installations 
  • A support website is available with software downloads and a knowledge base.

Maintenance
Shopfloor-Online is being constantly developed and updated to:-

Add new features to meet changing manufacturing requirements but also:-

• To ensure it works on the latest platforms such as Microsoft Windows 2003 and also Databases such as SQL Server which are also evolving.
• To keep pace with new technology such as the web which radically reduced the cost of managing IT and improves access at a lower cost. 
• If the application is not maintained there is a risk that the its being run on an unsupported platform and it can’t take advantage of new technology and its benefits. 
• Lighthouse’s philosophy is to embrace new technology and add new features to its application to ensure that it will always be run on a supportable platform and never become obsolete.

Technical enquiries

Email
Asia Office: supportasia@lighthousesystems.com
USA Office: supportusa@lighthousesystems.com
UK Office: support@lighthousesystems.com


UK & Europe Tel No.
+44-(0)1293-605300

Support Hours
Monday to Friday | 9.00am to 5.30pm (GMT)

USA Tel No.
+1-585-223-0600

Support Hours
Monday to Friday | 8.00am to 5.00pm (EST)


Link to Support Site  >>>