After Hours Support
For best service, please utilize the LANSA Support Portal (password required).
The LANSA Support office is attended Monday through Friday 8:30 am to 5:00 pm CT. After hours urgent requests by phone are routed via pager and returned within one hour. Please listen carefully to the options and leave a detailed message in the appropriate voice mailbox including suitable contact name, phone and email information so that we may reach you directly.
During Support Portal down time, please refer to the steps below. (Notice will be posted if the portal is scheduled to be down)
Urgent calls must be left in the emergency voice mailbox in order to to get a timely response. Messages left in the normal support voice mailbox will be responded to the next business day. Please leave details of the nature of your issue and the LANSA product having the issue so that we can better prepare to respond. Screenshots and joblogs of the issue are often helpful.
For after hours requests, if your production system is down and you need help urgently, log your incident as priority "A" Production Down and someone will be paged to help you. Otherwise your request will not page anyone and will be handled the next business day.
If you are unable to use the Support Portal to log an incident
You may still contact technical support by calling the LANSA After-Hours number at 800-457-4083. If this is an emergency, you will be directed to press the Support Emergency option, which will transfer you to the on-call Emergency phone. All other options are handled the next business day. You may send emails but these do NOT alert anyone and will be handled the next business day.
In all correspondence, please leave your name and a phone number where you may be reached directly. Cell numbers are often best for this if that is an option for you. We prefer to have an email address to send replies to as well.
Please keep in mind that if we do not have your issue information and if we cannot reach you, then we cannot help you. Please help us to help you.
|Phone:||1-630-874-7000||Listen for multiple support options.|
|Email:||Emails received out of business hours handled next business day.|