LANDesk Support Program FAQs

• What is the phone number for LANDesk Support?
• What are the business hours for LANDesk Support?
• What are the LANDesk Holidays?
• What are the LANDesk support programs?
• What are the different Support levels?
• What am I entitled to with my respective Support Program?
  
• What support program do I have?How do I get email alerts for my support incidents?
• What kind of training am I entitled to as a part of my Support Agreement?
• Can I only purchase support for a percentage of my nodes?
• When can I submit questions and incidents via the Self Service Portal?
• When is telephone support available? 
• What is the role of a Support Account Manager (SAM)?
• Does my support agreement entitle me to priority access to customer support?
• What does LANDesk Support cover?
• What versions of software are supported?
• How to Incident Packs work?
• What are the priority levels for an incident (case)?
• What kind of response times can I expect for my incidents?
• How is an "Incident" classified?
• How many people from my company can contact LANDesk Support?
• How does LANDesk Technical Support handle confidential information?
• What are the Technical Account Manager offerings?
• *New* Who do I contact for support with my Managed Planet products?
• *New* As a Managed Planet customer, what support do I receive from LANDesk?
• *New* I have both Managed Planet and LANDesk products. Does my support level/program change?
• *New* Can I still call the Managed Planet support line for assistance?

 

What is the phone number for LANDesk Support?

For a complete list of LANDesk Support phone numbers please refer to http://www.landesk.com/support/contact.aspx .

What are the business hours for LANDesk Support?

"Business Hours" means the normal business hours, Monday through Friday (excluding LANDesk Holidays) in the LANDesk support center for the region specified below (based on Licensee's primary office location):

What are the LANDesk Holidays?

Holidays are days when LANDesk is not open for business (for a list of LANDesk holidays please refer to http://www.landesk.com/support/contact.aspx.

What are the LANDesk support programs?

LANDesk's support programs are points-based programs with benefits based on the level of annual investment in LANDesk Products and Support Services. A customer's level of investment is expressed in points that are calculated based on the specific LANDesk Products licensed by the customer during each annual period, the Support Services purchased, and any additional points purchased by the customer to upgrade to a higher support level. Customer can access its specific point totals through the LANDesk sales personnel, via the Service Portal or on any LANDesk sales quote. The level of points accumulated determines the specific support benefits for which the customer is eligible. Points expire at the end of each Support Services period and new point calculations are done for each renewal period.

What are the different Support levels?

LANDesk's Support Services consist of software upgrade protection, support and maintenance, additional assigned support personnel, and professional services (as specified in this Agreement and additionally through the above link). LANDesk may provide the support services listed below to Customers:

What am I entitled to with my respective Support Program?

Depending on your Support Point Total (access current point totals via the Service Portal), you may qualify for any of the following support offerings:

What support program do I have?

Current point totals can be accessed via the Service Portal. Support levels are reviewed and may be adjusted at the end of the Support Term, any Renewal Term, and anytime Customer purchases additional points or Support Services.

How do I get email alerts for my support incidents?

LANDesk provides email alerts for issues such as technical updates, patches, utilities and documents (sign up for e-mail alerts at http://community.landesk.com/support/community/sections/bulletins). LANDesk is not liable for any failure of Customer to receive alerts, including due to failure of e-mail systems or Internet connectivity.

What kind of training am I entitled to as a part of my Support Agreement?

For Professional Support level, customers receive a single, one-year subscription to the E-Learning Library and a single voucher for one-day of ILO training; For Enterprise Support level, customers receive three, one-year subscriptions to the ELearning Library and two vouchers for one-day ILO training; For Enterprise Plus Support level, customers receive five, one-year subscriptions to the E-Learning Library and three vouchers for one-day ILO training. The E-Learning Library and the related subscription and ILO training are each subject to separate agreements presented upon registration and access to the respective sites.

Can I only purchase support for a percentage of my nodes?

If a customer elects to purchase Support Services for a LANDesk Product, customers must purchase such Support Services for all instances and uses of such LANDesk Products during the Support Term and any Renewal Term. For example, a customer licensing 1000 nodes of LANDesk Management Suite cannot purchase support services for only 500 nodes.

When can I submit questions and incidents via the Self Service Portal?

Customers may submit issues and questions to LANDesk 24 hours per day, 365 days per year via the Service Portal (except P1 issues which must be submitted by phone only). LANDesk's electronic reply will be delivered during Business Hours once prepared.

When is telephone support available?

Support via telephone is available during LANDesk Business Hours. Enterprise and Enterprise Plus customers are entitled to 24x7 telephone support. Telephone support available 24 hours per day, 365 days per year for P1 issues only.

What is the role of a Support Account Manager (SAM)?

A SAM is a single point of escalation for support issues for Enterprise Plus Support level customers. A SAM will provide quarterly reports (summarizing Customer specific support matters including update on support incidents, status of onsite work and of any vouchers, and recap of proactive notifications), and manages an annual 15-point health-check review of server and client configurations.

Does my support agreement entitle me to priority access to customer support?

Enterprise Plus Support customers are entitled to priority access to customer support with a phone line dedicated to EPS-level customers. The telephone number of priority phone support will be provided to eligible customers.

What does LANDesk Support cover?

The provision of Support Services does not extend or modify the limited warranty (if any) for any LANDesk Products. Support Services, Updates and Upgrades do not include any type of installation, deployment, or application assistance for unique requirements or environment. LANDesk does not represent, warrant or guarantee that any of the Support Services provided hereunder or the referenced Response Times will correct or resolve any Error within any specific time period. When notifying LANDesk of any suspected Error, Customer must provide LANDesk with detailed information about the Error, including an example, the context in which it was encountered, details of Customer's system configuration, and the steps necessary to generate or reproduce the Error. If requested by LANDesk, Customer shall permit LANDesk or its representative full access to Customer's implementation of the LANDesk Product and the system on which it is installed so that LANDesk can carry out the Support Services.

LANDesk shall be under no obligation to furnish the Support Services or provide access to Updates and Upgrades to the extent that such support or updates is required as a result of: (i) the operation of the LANDesk Products in environmental conditions or configurations outside those described in the Documentation; (ii) Customer's material failure to maintain the LANDesk Products in accordance with the standards prescribed in the Documentation; or (iii) causes unrelated to the LANDesk Product as delivered to you by LANDesk, including without limitation, unauthorized modifications to the LANDesk Product, made by Customer or on Customer's behalf.

What versions of software are supported?

In order to receive Support Services, customers must be using the current version or a prior version of the LANDesk Products still being supported by LANDesk. LANDesk's currently supported versions and installation deadlines are specified at http://www.landesk.com/services-support/product-availability.aspx. It is your sole responsibility to properly install each LANDesk Update and LANDesk Upgrade within the appropriate time limits.

How to Incident Packs work?

Only available to licensees who qualify for the Base Support level (0 – 2,999 Points) or LANDesk's educational customers licensed under the LANDesk Academic Alliance Software License and Support Agreement or other education/academic licensing/pricing models. If purchased "Base Support with Incident Packs," then for the number of Incidents purchased, LANDesk will provide the following Support Services: (i) Email Support Services to allow customers to submit issues and questions to LANDesk 24 hours per day, 365 days per year. (ii) Telephone support available during Business Hours for P1 issues. In addition, customers will be eligible to access LANDesk's Support Services web site (24 hours per day, 365 days per year), including the LANDesk Knowledge Base, technical support white papers, and critical patches and software fixes. Customers will also be eligible to access the Service Portal (24 hours per day, 365 days per year) to initiate and track support tickets without help desk intervention and will receive

What are the priority levels for an incident (case)?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

What kind of response times can I expect for my incidents?

"Response Time" is the time between the receipt of a properly classified and reported support request (as indicated by the date and time the support ticket was created) and the first acknowledgement and response from LANDesk.

The below table outlines the response times for a given support program and incident priority:

If an EPS level customer has a Priority Level 1 Incident that needs around-the-clock work, the LANDesk support team will transfer the customer from region to region through the LANDesk support sites (in the United States, Japan, China and Europe) as needed; provided that the customer has resources available and is working with LANDesk on a 24x7 basis to resolve the Incident.

How is an "Incident" classified?

An "Incident" is a single support issue with a LANDesk Product and the reasonable effort needed to resolve it. A single support issue cannot be divided into sub-problems regardless of the amount of effort required to resolve the issue. If an issue consists of multiple problems, a separate incident will be required to solve each problem. LANDesk shall determine what constitutes an incident on a case-by-case basis.

How many people from my company can contact LANDesk Support?

TAM customers shall designate up to two (2) named contracts for the ICP or PS level, four (4) named contacts for ES level, and ten (10) named contacts for EPS level to interface with LANDesk's support teams for all Support Services (designated contacts will be required to provide verification to receive Support Services). Each designated technical contact must be familiar with the Customer's LANDesk Products and be capable of (and appropriately authorized for) performing basic network administrative functions. Customer shall identify its technical contacts to LANDesk as reasonably required by LANDesk. Customer may change its designated technical contacts on written notice to LANDesk. Additionally, Customer may qualify to receive additional technical contacts by having individuals become certified in LANDesk Products. Any Certified LANDesk Administrator (or greater) can be added as an additional technical contact to Customer's account.

How does LANDesk Technical Support handle confidential information?

It is understood that each party in the exchange of confidential information shall take reasonable measures (which shall be at least those measures that it takes to protect its own most highly confidential information but, in no event, less than commercially reasonable measures) to protect the secrecy of and avoid disclosure and unauthorized use of the Confidential Information of the other Party throughout the Support Term and any Renewal Term and for a period of three (3) years after termination or expiration of this Agreement. Neither Party shall make any copies of the Confidential Information of the other Party unless the same are previously approved in writing by the other Party. Each Party shall reproduce the other Party's proprietary rights notices on any such approved copies, in the same manner in which such notices were set forth in or on the original. Neither Party shall reverse engineer, disassemble or decompile any prototypes, software or other tangible objects which embody the other Party's Confidential Information and which are provided by one Party to the other Party hereunder.

All documents and other tangible objects containing or representing Confidential Information, and all copies thereof, shall remain the property of the disclosing Party and shall be promptly returned to the disclosing Party upon written request.

All Confidential Information is provided "AS IS" and without any warranties, express, implied or otherwise, regarding the accuracy, completeness or performance of such Confidential Information.

What are the Technical Account Manager offerings?

If your have a Professional Support, Enterprise Support or Enterprise Plus Support level of support; you may also purchase any of the Technical Account Manager (TAM) offerings. The table below details the different TAM offerings and the associated benefits:

*New* Who do I contact for support with my Managed Planet products?

Starting immediately, all Managed Planet product support questions should be directed to LANDesk Support. Issues can be submitted through the Self-Service Portal or through phone support based on your designated technical support program. For a complete list of LANDesk Support phone numbers, please visit here.

*New* As a Managed Planet customer, what support do I receive from LANDesk?

LANDesk offers a broad range of support services based on customer deployments and the operational needs of individual organizations. We have created a points-based support system that offers you a range of service and support options designed to meet your operational requirements. The levels of the program have been structured to ensure you receive the service you need and deserve. Click here for specific program details.

The point level and technical support information was sent to your organization. Points can easily be tracked by logging into the Self-Service Portal in the LANDesk Community. For detailed information on how points are calculated, click here.

*New* I have both Managed Planet and LANDesk products. Does my support level/program change?

Not necessarily. Customers are awarded "points" according to the level of their investment. The accumulation of points, at initial purchase and throughout the year, determines the level of support for which you automatically qualify. Managed Planet purchases have been taken into consideration when determining the appropriate technical support programs for existing customers. For detailed information on how points are calculated, click here.

*New* Can I still call the Managed Planet support line for assistance?

No. Starting immediately, all Managed Planet product support questions should be directed to LANDesk Support. Issues can be submitted through the Self-Service Portal or through phone support based on your designated program. For a complete list of LANDesk Support phone numbers please visit here.