LANCOM Systems launches new support portal for end customers

At LANCOM Systems, we work non-stop to improve the services we offer you. Our mission is to minimize delays while offering you more effective support in responding to your requests.

 

For this reason, as of December 2017 we have been providing a new portal for support requests from end customers. This will gradually replace our current end-customer support offerings.

 

The support portal replaces the written communications we used previously, i.e. the support form and e-mail.

  • For the first time, the support portal offers you a complete overview of your previous and current requests.
  • You can quickly report new issues and, at the same time, you can review or edit your ongoing requests.
  • The option for the secure exchange of file attachments means that you no longer need to use a separate tool.
  • The system automatically notifies you as soon as we update your request with new information.
  • You can check the status of your request online at any time.
  • The integrated Knowledge Base offers you pertinent information about your LANCOM products as well as helpful instructions for configuration and troubleshooting – even while you enter your request.

By using the portal, you help LANCOM Systems to better categorize and prioritize the incoming requests. So we can respond to your requests much faster than before.

Important:


  • Support requests sent to us with the former system are not being transferred to the support portal. Instead they will continue to be processed in the former system until each request is closed.
  • E-mail support for LANCOM partners remains available from the usual contact addresses – now in an improved format. A portal solution for LANCOM partners is currently under development.

LANCOM Systems discontinues telephone support for end customers

Following the completion of the launch phase of the new support portal, LANCOM Systems discontinues end-customer telephone support as of January 15, 2018.

 

  • However, as an end customer, you still have the option of sending written inquiries to us via the Support Portal.
  • For LANCOM partners telephone support is still available under the known numbers.

If you have any further questions, please do not hesitate to contact us Monday to Friday from 9:00 am to 5:00 pm by calling

+49 2405 499 36 - 210 or by e-mail at services@lancom.de.