Our support offer

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Our support offer

We are happy to send you our current Service Level Agreements (SLAs) as PDF. Write us an email to vertrieb@listec.de.

Premium Support

Premium support is a support specially tailored to individual customer needs. It is suitable for all customers who operate Mission Critical Systems. As a 24/7 support, it is possible for all error classes both by mail and by phone.

Advanced Product Support

Advanced product support includes the following services:

  • In-depth configuration questions
  • Further operating instructions and information which can be read in the online help or the product manuals.
  • Coaching and Consulting
  • Handling Performance Questions
  • Training, as far as possible by phone
  • As far as possible, analyses and questions regarding application software, which the IBM or HCLSoftware OEMSoftware uses (for IBM or HCLSoftware only OEMCustomers)

Member Product Support

Member Product Support includes first- and second-level support in the event of software errors for OEM Actian and IBM ESA products purchased through LIS.TEC, provided that LIS.TEC is specified as a support provider in the IBM ESA Enrollment form. Prerequisite for the use of the OEMSoftware, as well as the product support of LIS.TEC GmbH, is that the user knows and accepts the international terms of use of the manufacturer.

Support service

The support service includes the same services as Advanced Product Support, but does not require an annual basic fee. The reaction times are only guaranteed after the acceptance and confirmation of the support case by LIS.TEC. Acceptance of the support case cannot be guaranteed.

Error classes and hotline

Error class 1

This includes all errors that cause a permanent production downtime or at the same time affect several users in such a way that they cannot work permanently. The reaction time is approx. 2 hours (Mon-Fri from 08:30 – 17:30) and troubleshooting is done as quickly as possible.

Error class 2

If the production or work of the users is severely impaired, error class 2 occurs. The reaction time is 1 day (Mon-Fri) and the troubleshooting is done as soon as possible.

Error class 3

Errors that do not lead to severe impairment (error class 2) or permanent production downtime (error class 1) belong to error class 3. The reaction time is 1-5 working days, more precise information on the duration of the troubleshooting cannot be made.

LIS.TEC Hotline: 

You can reach us for all error classes by phone from Monday to Friday from 8:30 a.m. to 5:30 p.m.

E-mail support for all error classes 24*7.

E-mail for error class 2+3 (not critical errors): support-oem@listec.de

Email for error class 1 (critical production shutdown): prio1@support.listec.eu

Support hotline: +49 (0) 7141 / 9393-88

In case of disturbances of the above Phone number can be reached by calling +49 (0) 7141 5058057.

Prices on request: vertieb@listec.de

We are happy to send you our current Service Level Agreements (SLAs) as PDF. Write us an email to vertrieb@listec.de.