LION is dedicated to developing and maintaining a consistently high level of Customer Satisfaction through the delivery of responsive, high quality and innovative support services.
Customer Support is delivered by LION's global support organization with support groups in Germany, UK, USA and distributors in Japan, Taiwan and India. Highly trained Support Specialists with IT and scientific backgrounds are available to support our customers worldwide.
The standard support offering includes:
Unlimited submission of support requests via email, hotline or web
Access to support resources on LIONís World Wide Web site
Tracking, analysing and resolution of cases
Status updates on reported support requests
Installation support (on-site and remote)
Provision of Upgrades
Provision of Updates (which include patch releases and emergency bug fixes) as necessary and released in LIONís sole discretion
The Customer Support group provides the following optional services:
Performance audits and tuning
Software customizations (for example, integrating new databases)
Resolution of hardware, operating system and network issues
Execution and monitoring of application administrative tasks (for example, updating databases)