24/7 Support
Technical Expertise for Spectrum, Smartflow and LPS products
We understand that labeling is mission-critical to your business
From keeping your supply chain running smoothly to ensuring that your packaging artwork processes are meeting all of your business demands. That’s why our support team is available via web, email, and phone to troubleshoot all of your labeling challenges. Whether you’re looking for limited weekday support or 24x7x365 assistance, Loftware is here to help.
Meeting Your Unique Needs
We want to offer the amount of service that’s just right for you and your business demands. Whether you need to ensure that all of your global locations are up and running smoothly 24/7 or you just need some weekday support to cover limited hours – with our Standard, Gold and Platinum programs, Loftware has an option that’s just right for you.
One Step Ahead
Loftware has spent years defining and developing industry best practices for developing, delivering, and maintaining labeling and packaging artwork solutions. We offer enterprise-class integrated solutions, and over 30 years of experience working with global customers across a range of markets has given us extensive industry and domain expertise.
‘Round the Clock’ Support
Loftware offers a Platinum Technical Support option with 24x7x365 assistance. Whether after hours, during weekends or even holidays, Loftware is here to meet the needs of those global enterprises with the most demanding labeling production requirements. Our certified global staff will answer any questions or address any problems you may encounter any time of day or night while using your Loftware solution.
The Right Fit
All of our options, whether Platinum, Gold or Standard are distinguished by their commitment to minimize the risk and associated costs of an interruption in your business. That’s why Loftware’s technical support team works closely with our software development and quality assurance teams to escalate any unresolved issues to product development.
The Right Partner
Your best solution starts with the right partner and Loftware prides itself on being the first to address the full spectrum of labeling and packaging artwork requirements. We understand that effective and efficient labeling and artwork management are mission-critical for getting product to market and delivered across the supply chain. We offer comprehensive onsite system consulting, integration, product support, customer care and maintenance.
Flexible Support Options
| LPS Version | Standard | Gold | Platinum |
|---|---|---|---|
| Support Hours | Monday-Friday (excluding Loftware holidays), 6am-10pm EST | 24x7 | 24x7x365 |
| Response Time for Production Downtime (during support hours) | 1 Hour | 1 Hour | 1 Hour |
| Response Time for High Priority Issues (during support hours) | 2 Hours | 2 Hours | 1 Hour |
| Response Time for Standard Issues (during support hours) | 12 Hours | 12 Hours | 2 Hours |
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