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Support scope and processes

 

Technical support is offered through web support on the LS Retail Portal and is available for Partners assisting End-Users with an active Enhancement Plan or subscription. Requests must include a detailed explanation, logs, screenshots, and steps to reproduce when applicable. 

 

 Services Provided: 

  • Bug confirmation: Identifying and validating bugs in supported products. 

  • New feature ideas: Suggestions for enhancements or features. 

  • General assistance: Answering quick questions about setups, functionality, and standard products. 

  • Sales support: Guidance on standard LS Retail products and vertical solutions. 

 

 Requirements and Limitations: 

  • Version Support: Assistance is limited to the latest product version and two immediately prior versions. 

  • Trained 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.

  • Out of scope of Technical Support:

      • Assistance for older product versions.

      • Support for issues related to partner-developed customizations or data corrections (e.g., modifying posted documents).

      • Troubleshooting non-reproducible issues.

      • Requests for urgent, non-blocker assistance or live online sessions. 

      • Excessive requests compared to typical partner usage (LS Retail reserves the right to invoice for such instances).