LRS Support during COVID-19
Wednesday, March 18, 2020
by Mark Brudnak
This week, the LRS Product Support team has been contacting our customers to explain how we are adapting our support procedures as the world works to combat the spread of the COVID-19 Novel Coronavirus. We also posted a detailed virus continuity statement on our website, which can be found at the following link.
In brief, many LRS employees are currently working from home to protect ourselves and our communities. However, our worldwide network of highly-skilled support staff are continuing to help customers maintain their LRS software, resolve printing and output issues, and apply product fixes & updates. As always, customers can submit Support tickets via email at EOMSupport@lrs.com and our phone systems continue to function as usual.
Customers interacting with our Product Support teams should notice very few changes. In the event of a quarantine situation, all of our staff have access to LRS systems that enable them to provide product support from their homes or other secure Internet-accessible locations. Our technical staff can access all contact information and product support history data from anywhere in the world through our CRM application running in the Microsoft Cloud.
Remote technical staff have access to tools, support mailboxes, key generation utilities, product documentation and current product maintenance levels necessary to address common support issues. All LRS staff who are capable of working remotely or from home offices follow the same strict security requirements and procedures as LRS staff working from LRS office locations.
None of us can predict how this situation will evolve in the weeks to come. As events develop, please continue to check our website or contact us as you normally do with any questions or concerns. You can email us at EOMSupport@lrs.com or call our support line at (217)793-3800.
Like you, we are doing our part to protect our families, co-workers, and organizations during this challenging period. That includes supporting our customers around the world, many of whom are on the front lines of manufacturing and distributing medicine, food, and other critical supplies; coordinating governmental and financial services; and providing life-saving patient care in hospitals and clinics around the world. Please let us know what we can do to support you in your important work during this challenging time.