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    • LiSEC
    • After Sale / Service
    • FAQ

    FAQ – Frequently asked questions

    Here you will find answers to frequently asked questions concerning our products and services.

    If you should not find an adequate answer to your question, please send us your question directly. You will be informed by e-mail as soon as the answer is online.

    How do I find the LiSEC Business Portal (My LiSEC)?

    The MyLiSEC customer portal can be accessed in the web browser at the address my.lisec.com, or on the website under Competence / After Sale Service / MyLiSEC.

    I am unable to log into the LiSEC Business Portal (My LiSEC), what can I do?

    The login data from the old business portal was not transferred to the new customer portal. If you have not yet registered in the new MyLiSEC customer portal, please contact your “Power User” or get in touch with crm-helpdesk@lisec.com.

    If you have already successfully registered in the new customer portal, click on “Forgot your Password” on the https://my.lisec.com/SignIn page and reset your password. If resetting your password does not work, please also contact us at crm-helpdesk@lisec.com.

    I need help with a software problem, who can I turn to for help?

    Our service team will be happy to help you under the phone number 07477/405-5700 or via this website at Service/My LiSEC.

    What do the acronyms „GPS“ and „LIS“ in the software product names stand for?

    GPS stands for „Glass Processing System“ and LIS stands for „LiSEC Information System“.

    Is it possible for me to test the software without commitment?

    We offer the possibility to noncommittally test our software for a fixed time period. For a detailed arrangement please contact our Sales Team at sales@lisec.com.

    Does LiSEC provide cloud solutions?

    Yes. LiSEC offers the „Software as a Service“ package which enables you to start immediately, even without hardware infrastructure. For more information, please contact our Sales Team at sales@lisec.com.

    What happens in case of a stand-still of my machine or plant?

    LiSEC has a world-wide network. Directly contact the subsidiary in your country to receive support from our local service department. 

    How can I contact the Technical Support in Austria?

    By phone under +43-7477-405-5701. 

    What kind of service contracts are available?

    We offer software maintenance contracts and our LiSERV (for online support). For details, please contact our sales department (sales@lisec.com).

    I need spare parts. Who should I contact?

    Please contact your closest subsidiary

    Which information is required if I do not know the material number?

    In case the material number is not available we need either the serial number of the machine and/or the identification found directly on the material (photos) or a detailed description of the mounting location and/or the function.

    How long is the warranty period on my spare parts?

    The warranty period amounts to six months upon arrival of the spare part at the client’s. For used spare parts, the warranty period amounts to three months upon arrival of the spare part at the client’s.

    I am not a LiSEC customer yet but I own a used LiSEC machine and would like to buy spare parts. How do I proceed?

    Please complete the form (Form Service) and specify the serial number of the machine. A LiSEC employee will contact you.

    Does LiSEC offer 24 h support?

    LiSEC Austria can be reached around the clock (24 h) from Monday to Friday. On the weekends, a service technician is on standby.

    Is the service hotline free-of-charge?

    Yes, the phone service is free-of-charge.

    Is there online support for machines?

    You have the option of concluding a LiSERV contract. If you do not have a LiSERV contract you will incur a fee for any remote connection or service via LiSEC.eye. A one-off charge of € 250 per case will be billed regardless of the remote time, i.e. the chargeable remote maintenance service shall begin with the analysis of the fault notification and end with the completion of the concrete technical measure.

    Who is the contract partner for online support?

    Online support contracts are always placed directly with LiSEC Austria GmbH in Austria.

    How can I request a technician?

    Either by phone under +43-7477-405, by e-mail under coordination@lisec.com or as a LiSEC process control contract customer via the LiSEC Business Portal (My LiSEC).

    Who are my contact persons?

    Please contact the head of the Coordination department under +43-7477-405-0.

    Who is responsible for me: the respective subsidiary or LiSEC Austria?

    The first point of contact should be the respective subsidiary. If required, they will coordinate with the headquarters in Austria and request their support. 

    What are the rates for LiSEC technician support?

    Please contact coordination@lisec.com directly. We will be happy to send you the currently valid rates.​​​​​​​

    I would like to return parts. Whom should I contact?

    Please contact your local office. (Austria: Qualityservice@lisec.comQualityservice@lisec.comspares-return@lisec.com)

    How long can LiSEC guarantee spare parts availability for my equipment?

    We guarantee the availability of spare parts or equivalents for at least 10 years.

    Spare parts are no longer available for my machines. What can I do?

    Even if spare parts are no longer available, LiSEC is ready to help. We offer the possibility of a machine conversion, or the change to a used or new machine. Especially for machines built before 1996, we recommend a modernization of the machine park in order to ensure spare parts availability.

    Which shipping modes are available for me?

    Economy, Express, Saturday delivery and Special transport on request, Self-pick-up

    I ordered the wrong spare part, what should I do?

    Please contact your local office. (Austria: spares-return@lisec.com)

    I need someone who can install the spare part for me. Whom should I contact?

    Please contact your local office. (Austria: coordination@lisec.com)

    Ask a question

    Thomas Fehringer

    Please contact me

    Feel free to contact me if you have any further questions.

    Thomas Fehringer

    Your contact person
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