Our support offer

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Error classes and reaction times:

Error class 1:

This includes all errors that cause a permanent production shutdown or at the same time affect several users so that they can not work permanently. The response time is about 2 hours (Mo-Fr. from 08:30 am – 5:30 pm) and troubleshooting is as fast as possible.

Error class 2:

If the production or the work of the users is severely impaired, error class 2 occurs. The reaction time is 1 day (Mo – Fr.) and the error correction takes place as soon as possible.

Error class 3:

Errors that lead neither to severe impairment (error class 2) nor to permanent production stoppage (error class 1) belong to error class 3. The response time is 1-5 working days ; more detailed information on the duration of the error correction can not be provided.

Support Service: 

The support service includes the same services as Advanced Product Support. However, he does not require an annual fee. This means that the reaction times are only guaranteed after the acceptance and confirmation of the support case by LIS.TEC. An acceptance of the support case can not be guaranteed.

Premium Support:

Premium support is a support tailored to individual customer needs. As a result, it is suitable for all customers who operate mission critical systems. In addition, it is available as a 24/7 support, for all error classes both by mail and by phone.

Advanced product support: 

Advanced Product Support includes the following services:

  • In-depth questions about the configuration
  • Further operating instructions and notes that can be found in the online help or the product manuals.
  • Coaching and Consulting
  • Treatment of performance issues
  • Training, as far as possible by phone
  • As far as possible analysis and questions regarding application software, which uses the IBM or HCL OEM software (only for IBM or HCL OEM customers)

Member Product Support for IBM or HCL OEM Products:

The member product support includes the first and second level support for software errors for the IBM or HCL OEM products purchased through LIS.TEC. The prerequisite for this is that the user knows and accepts the international terms of use of the manufacturer.

You’re welcome to receive our current Service Level Agreements (SLAs) as a PDF. Please write us an email to vertrieb@listec.de.

LIS.TEC Hotline: 

You can reach us for all error classes by phone from Monday to Friday from 8:30 am to 5:30 pm.

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

E-mail for error class 2-3 (non-critical errors): support-oem@listec.de

E-mail for error class 1(critical production stop): prio1@support.listec.eu

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

With disturbances of the above-mentioned call number you can call us under the telephone number

+49 (0) 7141 505805 7.

Prices on request: vertrieb@listec.de