Support Services

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 2008 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
UK Office: support@lighthousesystems.com
US Office: supportusa@lighthousesystems.com
Asia Office: supportasia@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)