Landmark Lighting D20R2-06/99 - Manual (Page 103)

• If you licensed this product through an authorized reseller,
report any problems or concerns directly to the reseller.
• If you licensed this product directly from Landmark in the U.S.
or Canada, contact Landmark Customer Services at one of the
following numbers:
– In the United States, the U.S. Virgin Islands, and Canada,
1-800-775-LMRK (or 1-800-775-5675)
– 1-703-464-1300
Standard operating hours are Monday through Friday from 8 a.m.
to 6 p.m. eastern standard time (EST). However, we provide
support for critical (SEV1) problems 24 hours a day, 365 days a
year. So, if you experience a SEV1 problem outside of standard
business hours, use the same telephone numbers.
If you have a password, you can request customer support through
the Internet at
[email protected] . You also can
send an e-mail message to [email protected] or fax your
request to Customer Services at (703) 464-4901 or
1-800-257-8251.
Response Policy Landmark Customer Services’ response policy varies depending on
the severity assigned to the problem.
SEV1 Problems We provide support for SEV1 problems 24 hours a day, 365 days a
year. When you contact us, a technician starts working on your
problem immediately. If all technicians are busy, we will respond
to you within two hours. If you contact us after normal business
hours, you can leave a message and a technician will return the call
within two hours.
Non-SEV1
Problems
If your problem is not a SEV1 problem, a technician starts working
on your problem immediately. If all technicians are busy, we will
provide you with an activity number and respond within four
hours. If you call after normal business hours, leave a message,
and a technician will call back the next business day.
No Response If a Landmark technician attempts to contact you five or more
times, leaving messages when you are not in, and you do not
return Landmark’s call within 48 business hours, your activity is
closed. In addition, if a Landmark technician has requested
supporting documentation for the problem or is waiting for
confirmation of a problem resolution from you, and you do not
contact Customer Services within two weeks, your activity is
closed automatically.
Receiving Support Every time you contact Landmark Customer Services to report a
new problem or request information, a technical assistant:
• Asks for your site number and the version number of the
product on which you are reporting.
Chapter 4: Support and Maintenance Product Support
The Monitor for MVS 2.0 4-5
System Administrator’s Guide