Tier I Help Desk - Your First Call for Help
Absolute provides several support plans and each one is based on our Tier I Help Desk.The goal
is to provide immediate support regardless of who installed the software, where
the servers are located or who the support team is. Supporting the customer with
what they need when they need it is top priority.
Call now: (866) 367-3775
Absolute's Tier I Help Desk is a first call for help for any customer using Lawson products.
This help desk answers the
‘How do I’ or
‘What can be done to make it better’ and
‘What would the impact be’ questions. Technical and functional setups,
server performance and mentoring are available as well. The goal is for your
Lawson-based system to be available and perform the way you need it to.
General Support
The General Support Agreement, or GSA is your ticket to a the 24x7 support
line. This is where you can get the advice to operate your
Lawson-based system. Not only will we field questions on why something does not
work but
we also help will those ‘how-to’ questions. If it turns out to be
a problem with the software we will submit a ticket to Lawson, your hosting provider and your technical team on
your behalf and manage it until a solution is found.
Included as part of the General Support service offering you receive access to Absolute’s
Tier I Help Desk for Lawson which would be your first call for help. Our goal is to provide immediate support
regardless of who installed the software, where the servers are located or who the support team is. Supporting the customer
with what they need; when they need it; is top priority.
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Remote Managed Support
The Remote Managed Support, or RMS, plan is an extension of the GSA where we actively manage
your servers and applications.
Absolute becomes your Lawson administrator freeing your staff up to focus on other business initiatives.
An entire team of skilled support staff is available to manage the security, user administration and
general server operation.
RMS includes unlimited production support for technical and
application issues including functional questions.
The RMS
plans are flexible and can be configured with guaranteed server up time, change
management control and SAS70 certification for you SOX compliancy.
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Hosting
Server hosting is a natural progression from the RMS plan and can be a valued
service for many customers. The knowledge and energy it takes to manage today’s
Lawson-based systems can take more staff than you have available. Leveraging a
team of experienced administrators and a hardened data center can give you just
the confidence that you need.
The Absolute data center is a hardened, secured location with dual high-speed
data connections and triple power sources. Absolute supports all platforms (iSeries, Unix, and Windows) in
our datacenter. SOX compliancy and our SAS70 Type II certification reinforce our hosting operation which
provides a reliable, guaranteed service.
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