Technical support services - Fair Use Policy
LSC is a family-owned company committed to providing high-quality technical support to our customers. Our support is free and staffed by highly trained industry experts who are leaders in their field. To ensure that our support services remain available to everyone who needs them, this fair use policy outlines the acceptable use of our support line and services.
Scope of support
To ensure our support teams can help serve our customers better there are clear boundaries and guidelines that form the definition of support that our teams work to.
- Hours of support: Our support hours are from Mondays to Fridays, 8:00 am to 5:30 pm AEST.
- Response times: Our Team strives to respond promptly to all enquiries. While we make every effort to provide timely assistance, response times may vary based on the complexity and volume of requests. We aim to respond to emails within 24-48 hours and phone calls during business hours.
- Product support: LSC strives to ensure that our customers are confident with any product purchased from LSC. Our support focuses on these products and our team have gained deep insight in these products. We are constantly working to improve our knowledge to ensure we remain on the leading edge for support issues.
- Remote support: Customers are encouraged to seek support where possible to ensure that remote support is the last course of action. If remote assistance is needed, all parties must agree upon a method of remote support and create a time where all parties can be present to ensure the resolution to the issue.
Out of scope support
Out of scope work refers to any task, project, or request that fall outside the definition of scope of support, or products and services not supplied by LSC.
For an issue that is out of scope to be resolved our teams may need to engage with suppliers, manufacturers, experts, and third-party resources. Information gathering, additional part requirements, or third-party support to determine the best course of action may be needed. The timeframe for resolution will be at the behest of these requirements.
Out of scope costs due to, extensive research or development, requirement of additional resources, or other third-party requirements will be discussed and agreed to by all parties before the issue is taken further.
LSC reserves the right to deem any out-of-scope work beyond the capabilities and/or resources of our team and suppliers resulting in the closure of the issue without further action.
Encouraged Practices
To make the best use of our support services and ensure fairness to all customers, we encourage you to:
- Utilize LSC’s online and face-to-face TechED training courses: These resources can help enhance your understanding of our products and reduce the need for frequent support.
- Make reasonable efforts to resolve technical issues: Use available resources such as user manuals, online databases, and product catalogues before contacting support.
- Use the support line for genuine and urgent concerns: Contact the support team for issues that cannot be resolved through self-service resources. If the enquiry is of a sales or general nature, it should be directed to your local branch team, account manager, or phone sales team.
- Treat our support staff with respect: Especially during high-volume periods when response times may vary, please be patient and understanding.
- Complex support issues: If your issue or request is complex or detailed in nature, please ensure you have gathered the evidence and other information needed for us to help resolve the issue, examples of this would be photos, log files, documentation files, emails, reports, etc.
Please note that while LSC’s tech support team will strive to provide timely solutions, some cases may require consultation with manufacturers or third parties for advice. This may result in delays that are beyond LSC's control, but we will keep you informed throughout the process.
Unacceptable and Abusive Behaviour
Abusive behaviour towards our staff or the misuse of our support services will not be tolerated. Unacceptable behaviours include, but are not limited to:
- Use of abusive language: Insults, threats, or inappropriate comments directed toward support staff.
- Discrimination or harassment: Any form of discriminatory or harassing behaviour towards support staff based on race, gender, gender identity, sexual orientation, age, disability, religion, or any other protected characteristic will not be tolerated.
- Unreasonable demands: Expecting immediate resolution for complex issues or expecting services beyond the scope of support.
- Repetitive requests: Calling repeatedly with the same issue that has already been addressed, or excessively using the service for minor or non-urgent matters.
- Requesting support for competitor products: Our support is focused solely on the products and services provided by LSC. Requests for assistance with equipment or products from competitors will not be honoured.
- Misrepresentation of circumstances: Providing misleading or false information about the nature of the problem to receive faster service or access to different support services.
- Failure to attempt basic troubleshooting: Not making reasonable efforts to resolve issues using available resources such as user manuals, online databases, or product catalogues before contacting the support team for assistance.
Customers who engage in any of the above behaviours may be subject to a reduction or suspension of their free support services for a period determined at the sole discretion of LSC.
Amendments to the Policy
LSC reserves the right to modify this Fair Usage Policy at any time.
Any changes will be communicated through our official channels.
Continued use of our support services after the policy updates implies acceptance of the revised terms.
The company reserves the right to update the policy as needed, without notice to customers.
Thank you for your understanding and cooperation in helping us provide the best possible support service to all our customers.