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Support scope and processes

Partner support is provided through a web-based service desk, accessible via our LS Retail Portal. This service is available to Partners assisting End-Users with an active Enhancement Plan or Subscription.

Scope of Support

Our team provides support for settings, functionality, and potential issues. Requests must include a detailed explanation, logs, screenshots, and step-by-step instructions on how to reproduce the issue.

When necessary, the Partner Support team will escalate issues to our development teams.

Within Scope of Support:

  • Bug Confirmation: Identifying and validating bugs in supported products.
  • New Feature Ideas: Suggestions for enhancements or new features.
  • General Assistance: Answering quick questions about setups, functionality, and standard products.
  • Sales Support: Guidance on standard LS Retail products and vertical solutions.

Out of Scope of Support:

  • Older Versions: Assistance is limited to the latest product version and the two immediately prior versions.
  • Untrained Personnel: Support requests must be logged by employees with LS Retail’s Product Certification. Training is available at the partner’s expense through LS Academy or our Consulting services.
  • Customizations (PTE): Support for issues related to partner-developed customizations or data corrections (e.g., modifying posted documents).
  • Non-Reproducible Issues: Troubleshooting non-reproducible issues.
  • Immediate Requests: Requests for urgent, non-blocker assistance or live online sessions/calls.
  • Excessive Requests: When compared to typical partner usage.

 

Training Information

Product training for Partner employees ensures proper certification in the features, operation, and sale of our Products. Adequate training is required before partners can sell LS Retail products. Partners bear all associated costs, including travel and accommodation. For further information about training, please contact LS Academy or our Consulting team.

 

LSTS Support Statuses:

  • Open: Your issue has been registered and possibly already assigned to a support specialist.
  • Waiting for Partner: The support team has replied, and this issue is now waiting for the partner.
  • Waiting for Support: The partner has replied, and the issue is waiting for the Support team.
  • On Hold: The partner or the Support team has decided to put the issue on hold.
  • Waiting for DEV Team: Your issue has been forwarded to our Development team for further analysis and decision-making.
  • Inactive for One Week: A week has passed since the support member replied. We are waiting for the partner to respond; if there is no reply, the issue will be automatically closed.
  • Added to Product Backlog: A backlog issue has been created for our DEV team, and an automatic notification will be sent once that backlog issue gets the status Done or Rejected.
  • Closed: Your issue is considered closed by the Support team.

Product Backlog Statuses:

  • New: The issue has been registered to the backlog, but there is no ETA, and work has not begun.
  • In Progress: Work has begun.
  • Blocked: Development has stopped, likely because more information is needed from the partner.
  • Reviewing: The code is being reviewed.
  • Testing: The code is being tested.
  • Resolved: Development has been completed.
  • Done: The merge has been completed, and the issue is waiting to be released, which can be in the next major version, the next minor version, or the next Hotfix package.
  • Rejected: The issue has not been approved and is not on the roadmap.