Lawson Global Support Our Support Partnership Andrew Stephenson Lawson Global Support Working with Support Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 212/6/2015 About this document  This presentation is a summary of the content of the Support Operations Handbook that describes the processes and practices of Lawson Global Support (LGS). The Support Operations Handbook also describes the standard policies and procedures to establish and maintain a successful working relationship between the customer and LGS.  The language in the Support Operations Handbook will prevail over any conflicting language in this document. The Support Operations Handbook, as posted on (MyLawson), supersedes and replaces all previous support process documents, including this document. Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 312/6/2015 Our mission is to make our customers stronger with timely, accurate and professional support.  Timely –Responses, Fixes to problems, pro-activeness  Accurate –Quality of solutions, one-time fixes, knowledgeable consultants  Professional –Courtesy, communication, values Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 412/6/2015 Lawson Global Support Improved Offerings * LGS=Lawson Global Support ; LPD = Lawson Product Development Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 512/6/2015 Lawson Global Support  Support  Maintenance Contracts  Support Account Manager (Silver) Lawson Product Development  Product Maintenance  New Development Company Overview Lawson Managed Services  Application Management  Application Hosting  Application Modifications Lawson Professional Services  Implementations  Consulting  Upgrades  Migrations  Training Lawson Learning  Customer training  Web based training Sales  Software Acquisitions  License Contracts  Client Account Executive Lawson Customer You Lawson Product Management  Product Enhancements Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 612/6/2015 Support Tools  Electronic and telephone support –Lawson Customer Active Support Environment (CASE) tool replacing LIS, TellUs and other support systems  Assistance with problem determination, isolation and verification  How To support  Remote diagnostics  Product repair  Notification, access to, and support of regulatory changes as determined appropriate by Lawson  Product updates  Access from MyLawson Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

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Page 812/6/2015 Support Set Up, Enablement and Access  Customer (Security) Administrator Form –MyLawson under the “About MyLawson.com section”  Lawson Customer Administrator: –Electronic support setup, enablement and access –Profiles for trained, authorized users to access MyLawson –Appoint roles for Lawson CASE usage:  Case User  Case Manager  Case Admin –Create and edit environment profiles in Lawson CASE  MyLawson>Help First Steps Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 912/6/2015 Mylawson  Key communication site  Profile information  Announcements  Knowledge base  Case Management  Pro-active notification  Documentation  User communities  Customer scorecards Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 1012/6/2015 Definitions of Case Status  Draft  Waiting engineer assignment  Open  Waiting customer response  Closed abandoned  Closed abandoned draft  Closed draft  Pending customer closure  Closed  Closed unconfirmed Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 1112/6/2015 Customer Feedback  Enhancement Requests  Escalation feedback  Participation in User Groups  CUE  Event Surveys Let us know how we did! Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 1212/6/2015 LAWSON CASE  Recorded Hot Topic available for “View on Demand” –MyLawson>Get Support>Hot Topics –In the lower right hand corner link to the recording for Lawson CASE from February 25,  Review the “About CASE” page –MyLawson>Get Support>”Click Here” to follow the link to the CASE microsite –Training tutorials –Frequently asked documents –Dates and more… CASE! Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited

Page 1312/6/2015 Lawson Global Support Copyright © 2010 Lawson Software All rights reserved. Lawson Global Support – Our Support Partnership. This presentation is confidential and authorization for use and reproduction are prohibited