Clovertech

Cloverleaf support

› Clovertech Forums › Read Only Archives › Cloverleaf › Cloverleaf › Cloverleaf support

  • Creator
    Topic
  • July 3, 2012 at 3:59 pm #53181
    Kevin Scantlan
    Participant

      Just did a site promote to 5.8.5 last night for out test system and am having problems.  What is the tech support number to call?  I put a CASE in at MyLawson and no one has responded.  We are very close to backing out to the previous version if I do not get any support.  This is a test system that is being used for integration testing of critical systems.  We cannot afford to have it down.  This is very disappointing.

    • Creator
      Topic
    Viewing 4 reply threads
    • Author
      Replies
      • July 3, 2012 at 5:37 pm #76843
        James Cobane
        Participant

          Kevin,

          For U.S. call 1-800-695-9000 and enter your Lawson Customer ID number.  It should have this information under Help > Support from the IDE.

          Thanks,

          Jim Cobane

          Henry Ford Health

        • July 3, 2012 at 5:46 pm #76844
          Kevin Scantlan
          Participant

            Thanks.  I had the old number, which told me to go to MyLawson.com, which I did.  I put a new Case in , and after 1 1/2 hours, I got a response.  In the meantime, we made the decision go back to 5.6 from 5.8.5.

          • July 9, 2012 at 12:08 pm #76845
            garry r fisher
            Participant

              Hi Kevin

              I think a response within 1.5 hours is quite reasonable when submitting a CASE.

              Or am I looking through rose tinted spectacles?

              Garry

            • July 9, 2012 at 6:58 pm #76846
              Mark Perschbacher
              Participant

                Just my two cents, I just completed a pretty involved CASE with Lawson regarding transition from 5.6 to 5.8.5  I created the CASE as a level 3, and it took just shy of two hours for them to respond.  Since it was a test enviroment project, I thought their response time was okay, not great.

              • July 10, 2012 at 6:37 pm #76847
                Vince Angulo
                Participant

                  I had an excellent experience the last time I needed afterhours support — about nine months ago.  Mid-week, about 3 a.m., our Systems Team did a ‘routine’ re-boot of AIX and one of the sites on our prod server would not come up.

                  I too, called the old number and was directed to open a case on-line.  While working through the screens on MyLawson, found the link to the “Support Handbook” searched for an 800 number, then called the 695-9000 number while keying in the case details.

                  Actually spoke to a real person who very quickly conferenced in a Cloverleaf Engineer.

                  Since then, I’ve edited the brand.txt file to include the priority support number, our client ID and the info to login to MyLawson — hoping to save time in the future.

              • Author
                Replies
              Viewing 4 reply threads
              • The forum ‘Cloverleaf’ is closed to new topics and replies.