Can a customer who's LSAP is valid open a support case on their own in Laserfiche Support site from "My Support" page? (without VAR's involvement)
Hi Khurram,
Interesting question. I think only premium LSAP customers can directly open support cases with Laserfiche. But interested to see the response from LF on this, as I'd always wondered myself.
Cheers!
Hi Khurram,
If a customer has Basic Support and Rio, they can be given rights to open a case with LF but if follow-up or updates are required, the SP must complete the ticket.
I always tell my customers about this option (along with Answers) but highly recommend they let Ingencia Support know of every issue, because we can provide the best on-going support (especially for server-down issue) if we're aware of the full history.
Ben
Thanks Ben and Chris, I will let customer try out this if it satisfies their need. More likely they want to have continuity of Laserfiche with the in-house local technical team rather than depending on SP most of the time.