Service
Categories
Expert
Support (basic)
Premier
Support (Enhanced)
Specialized
Support
Support
on the Web
FAQ's
and Technotes
Online
Support Request
File
Libraries and Useful Links
Maintenance
Version
Releases
Patches
and Enhancements
Additional
Offerings
Developer
Support
Tailored
Support
Customer Care services provided by LFCA
Software supply all the tools and assistance necessary to make
efficient use of the full line of LFCA’s enterprise workflow
solutions.
LFCA
support uses some of the best technologies available to better
serve you. By
connecting you to the right person and getting you to the
information that you need, you spend less time waiting for a
solution. A
state-of-the-art distributed call tracking system allows your
support specialist immediate access to information about your
specific configuration and implementation.
The system also allows the answers to your question to be
quickly and effectively located by your support specialist.
When you call in, your call is electronically routed to
ensure that the call is processed in the most efficient manner
possible.
LFCA
has strict escalation procedures in place to guarantee that
support issues are given the proper attention.
If the issue can’t be immediately solved or worked
around, published handling procedures ensure that the problem will
be handled in an effective and reliable manner, consistent with
its classification. When necessary, issues will be sent directly
to the development organization.
Furthermore, if the issue lies in another vendor’s
product we will do our utmost to track it to the source and report
back on what we’ve learned.
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·
Expert Support (Basic)
·
Premier Support (Enhanced)
·
Specialized Support
·
Technotes and FAQ's
·
Maintenance
·
Add On Services
In
order to provide better service LFCA request the customer provide
the following:
·
Dial-in access in order to support remote
communications with Central system.
·
A current back up copy of the database and other
applicable software programs.
·
Full and unconditional access for LFCA personnel
to all software products.
·
A list of identified issues which customer sees as
critical.
Support
services available to users who have not installed the current
version will be limited to assistance with previous version for
six (6) months following the release of the current version.
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Expert
Support delivers direct one source support to the technical
resources within your company that are charged with providing
assistance to your company’s internal users.
This complete program covers all modules of any of LFCA’s
enterprise workflow solutions and provides telephone support and
access to web resources. Expert
Support is bundled with the Application Software for the first
year. Subscription is
required for additional years.
Expert Support is ideally suited to the normal company’s
demand for technical support on a range of issues including the
use of the LFCA products, the integration of data from credit card
vendors and the export of employee expense data to corporate
financial systems. The
Expert Support plan begins following the completion of the ‘Base
Level 1’ implementation.
·
LFCA will provide unlimited support to two (2)
designated contacts of the organization.
·
Telephone support is available from 6:00AM PST to
6:00PM PST
·
LFCA will provide unlimited support for the most
current version of the Software. Unlimited round-the-clock
access to LFCA Internet Support site.
·
Toll free number
·
Targeted response time.
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Specialized
Support takes Expert Support one step further by offering add-on
services to cover specific business needs.
Available as extras, specialized support programs include:
·
Developer Support
·
Tailored Support
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An
Expert Support or Premier Support contract is your guarantee that LFCA
software is fulfilling its charter to provide world class support.
For additional details on LFCA software’s valuable
support and service offerings please consult your Account Manager,
Application re-seller or call us direct at 1-800-547-2223.
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Premier
support delivers one source support to the corporate enterprise.
This complete program covers all modules of any of LFCA’s
enterprise workflow solutions and provides services beyond those
found in the Standard Expert Support package. Premier Support is available for subscription after the
completion of the Base Level 1 Implementation.
Premier Support is ideally suited to the support needs of
large corporations with multiple locations.
It’s also suited for corporations and resellers with a
greater demand for technical support on the integration of
enterprise wide components and customizations.
It includes support on the use of the LFCA products, the
integration of data from credit card vendors and the export of
employee expense data to corporate financial systems.
The Premier Support plan begins following the completion of
the ‘Base Level 1’ implementation.
·
LFCA will provide unlimited support to six (6)
designated contacts of the end user organization.
·
Emergency Support provided for urgent issues 24
hours a day 7 days a week.
·
A dedicated Support Specialist is assigned to your
organization and is your advocate within LFCA.
·
Telephone support is available from 6:00AM PST to
6:00PM PST.
·
LFCA will provide unlimited support for the most
current version of the Software.
·
Unlimited access to LFCA Internet Support site.
Other
services include
·
Scheduled conference calls with Account manager
and support representative.
·
Priority Response as a Premier Support Subscriber.
·
Periodic System Health Check.
·
Technical Newsletters and proactive updates and
patch notification.
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Specialized
Support takes Premier Support one step further by offering add-on
services to cover specific business needs.
Available as extras specialized support programs include:
·
Developer Support
·
Tailored Support
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An
Expert Support or Premier Support contract is your guarantee that LFCA
software is fulfilling its charter to provide world class support.
For additional details on LFCA software’s valuable
support and service offerings please consult your Account Manager,
Application re-seller or call us direct at 1-800-547-2223.
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Hot
issues!
Find
regularly updated issues of interest to corporate users of LFCA’s
enterprise workflow solutions including commonly experienced
technical problems and solutions.
Get in the habit of checking the web regularly.
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LFCA
Technotes are filled with useful troubleshooting information, step
by step problem resolution information, helpful training tips and
answers to common technical questions associated with LFCA’s
enterprise workflow solutions.
LFCA Technotes and FAQs are available 24 hours a day to
authorized users on LFCA’s Web-site and can be accessed through
any internet browser. Certain
FAQs may also be downloaded via FTP or acquired via a fax request
to LFCA software technical support center.
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Submit
software problem reports or software enhancement suggestions
directly to LFCA.
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Find
software patches and helpful utilities for supporting and
maintaining an Application implementation.
Also follow useful links to recommended sites on the World
Wide Web, which contain pertinent information and software such as
Operating System patches and Federal Per-diem rates.
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All LFCA
Technotes and FAQ are located in the Support section of LFCA’s
World Wide Web. To
reach the mail support page, go to www.lfca.com/supportservice.
Product
Maintenance updates and documentation will be provided to
subscribers of the Customer care programs as necessary to keep the
product up to date and functioning smoothly.
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When
new versions of the software are released for general
availability, subscribers will be eligible to receive such updates
at no additional cost.
Additionally, all new versions of the software delivered
will function with the licensee’s system as implemented by LFCA
for no additional charge.
LFCA
agrees to make the software compatible with upgrades to the
environment in which the software operates with reasonable
promptness, according to LFCA’s general customer demand after
such upgrades are made available.
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Any
patches and enhancements will be made available for download from
the LFCA Web site. Subscribers
will be eligible to receive the patches and enhancements as soon
as they are available. LFCA
will provide telephone assistance with the application of any
patches and enhancements made available on the LFCA Web site to
all maintenance subscribers.
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The
developer support program is geared for either customers or
partners developing custom items for one of LFCA’s enterprise
workflow solutions. The developer support program is an additional service
available to subscribers of both the Expert and Premier Support
programs. It is
specially designed to help the customer and partner successfully
integrate the custom reporting and integration projects added
after a completed implementation.
The
developer support team members are experts in the internal
structure of the products and specialize in helping customers and
partners understand and utilize the unique architecture of LFCA’s
enterprise workflow solutions.
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Our
support staff is made up of knowledgeable technical professionals
who also understand workflow technology and optimal business
practices. Our
existing support programs are designed to cover virtually any
supports needs, however if a company or partner has particular
support requirements not covered by our Customer Care services, LFCA
offers custom support and consulting services which can be fine
tuned to a very specific need.
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