Software Maintenance is included for the first year in our perpetual licensing option. Subsequent years are optional but recommended to ensure that the necessary technical support is available and our regular updates with new features, fixes and browser compatibility are available. See the section on New Features/Functions for more details.
To receive the latest update make a request to support@lookout-software.com or alternatively you can be added to our “Auto Send” list which will ensure you will receive the update without having to make a request.
Email Support Situations
- Directions on installing new Flex sites, updating current Flex sites, installing the Outlook Plugin, Importer/Updater, Data Refresher and Pentalogic Products sold through LookOut. These instructions are initially provided with the install package, however, if a client has problems with this procedure then assistance is provided.
- Delivery of all licensing for Flex, Outlook Plugin, Data Importer and Pentalogic products sold through LookOut Software. The licensing activity includes getting the proper key generation data from the client and providing temporary licensing until a Final License Key is sent.
- Support requests which can be answered by pointing the client to Flex Admin Guide or any other response which can be delivered via email. It is expected that the client uses the support@lookout-software.com to make such requests and not send emails to personal inboxes. Our Ticket System will ensure your inquiry is properly logged and tracked.
- Support for any known SharePoint (non-Flex) requests that might affect Flex functionality in some way. Limited to known Third Party Web Part conflicts, known browser issues, SharePoint limitations as laid out by Microsoft and any other documented solution that we have deemed effective in the past.
Support Request Format
Please send answers to the following questions within you’re a support request and include screen shots and a video if possible.
- Did the issue occur after a Flex Update? [Trying to establish if the issue was as a direct result of an update.]
- Does the issue happen for all users? If only the one user, does the issue show up when that user is logged in somewhere else? [Trying to establish if the issue is related to the computer of the user in question.]
- If the issue is happening for all users, does it happen ALL the time or only during certain processes, procedures or time of day? [Trying to establish processes that precede the issue happening.]
- Have there been any new workflows or web parts added or other server changes or software changes?[Trying to establish if a third party product or configuration might have affected the process and created the issue.]
- Can the issue be recreated manually? [If so, can you do a video of the steps and send it? ]
- Send a copy of the Advanced Settings list. [Instructions can be found under Advanced FLEX Settings.]
- If an error message is presented review the details on “Getting Full Errors” (in Technical Topics) to ensure the error message is useful and send along with details.
The more detailed the information provided to technical support the more quickly a resolution will be supplied. Review the section on Technical Topics for assistance.