Support
Always There When It Matters Most.
Continuous Support. Continuous Performance.
Our commitment doesn’t end with implementation. With proactive monitoring, regular maintenance, robust service‑level agreements, and AI‑enabled support, your systems run with maximum uptime – letting you focus on what matters most.
Support Throughout the Entire Lifecycle
- Proactive Monitoring and Maintenance: You receive regular updates within our release cycles to keep your systems secure, stable, and high‑performing.
- AI‑Powered: AI‑assisted diagnostics and resolution workflows accelerate response times and enhance support quality.
- Release and Roadmap Management: We provide a transparent product roadmap and predictable update cycles. New capabilities integrate seamlessly into your IT landscape.
Our Services
Our services are requested through the Lino Customer Portal, with access provided by your sales contact. The portal offers downloads of new versions, license information, and a comprehensive knowledge base. Users can create support tickets and track their status in real-time.
Support is available to all customers with an active maintenance or subscription agreement. Technical assistance is provided via phone, remote access, or email. We rely on the FTAPI platform to ensure secure, efficient data exchange.
Supportleistungen erhalten Kunden, die einen aktiven Softwarepflege- oder Subskriptionsvertrag haben. Die technische Unterstützung erfolgt telefonisch, remote oder per E-Mail-Ticket. Für den sicheren und schnellen Datenaustausch nutzen wir die FTAPI-Lösung.
ServiceYou Can Trust
At Lino, assistance means safeguarding your data with the same rigor we bring to building our software.
- Data Protection: We work fully in line with GDPR requirements and enforce least‑privilege access to keep your data secure at all times.
- Auditability: Every support action is logged and traceable, giving you complete visibility through detailed audit trails.
- Security: Robust access controls and privacy‑by‑design principles protect your information throughout the entire process.
We’re Here for You.
Have a technical question or need a helping hand? Our experts are ready to assist you.
Simply schedule a no-obligation consultation to meet the Lino team in person.
Webinars
Register now for our free webinar or contact an expert for a personalized consultation.
Our webinars are intended exclusively for companies within our defined target audience.
Simply integrate. Intelligently automate.
Digital engineering processes for mechanical and plant engineering: Automate design, product configuration, and workflows; seamlessly integrate CAD, PDM, and ERP; and accelerate sales, planning, and manufacturing—efficiently, error-free, and with future-proof connectivity.
Frequently Asked Questions
These FAQs address questions about support in the context of the Lino portfolio.
Learn how Lino keeps engineering and integration systems stable throughout the entire lifecycle — with proactive monitoring, plannable service level agreements and AI-enabled support. Discover how the Lino Customer Portal works, which support services are available for Lino® Hub, Lino® Automate, Tacton® CPQ and other products, and how fast response times permanently secure the system availability of your engineering processes.
How does Lino handle system changes, version updates and evolving requirements during live operation?
Production systems in mechanical and plant engineering are not static: CAD platforms are updated, ERP versions change, new interfaces are added. Lino support actively guides customers through these changes — from compatibility checks ahead of a planned update, through coordinated test execution, to sign-off for productive operation. This turns version upgrades and system extensions into plannable, low-risk procedures rather than unplanned sources of disruption. In addition, Lino provides guidance when requirements evolve and existing integrations or automation solutions need to be adapted or extended — as a long-term partner across the entire system lifecycle.
How does Lino use proactive monitoring and SLAs to secure the availability of critical engineering processes?
In mechanical and plant engineering companies, automated engineering processes are directly linked to sales, design and manufacturing – system failures have immediate operational and financial consequences. Lino addresses this risk through proactive monitoring that detects anomalies and potential disruptions early, before they become production-critical. Binding SLAs define response and resolution times, providing the planning certainty that IT and operations teams require. The guaranteed system availability of 99.9%, combined with fully auditable, documented data flows, also ensures compliance requirements in regulated industrial environments are met.
Which software products and systems does Lino support and how is access organised?
Lino support covers the entire portfolio of proprietary and partner software products: Lino® Hub, Lino® Automate, Lino® AI Agent, Lino® Simplify, Lino® 2D fix, Lino® 3D layout, as well as Tacton® CPQ and Tacton® Design Automation. Lino also provides support for system-related questions involving integrated third-party systems such as CAD platforms (e.g. SolidWorks), PDM/PLM and ERP systems. Access to support is centralised via the Lino Customer Portal, which enables structured ticket submission, status tracking and communication with the Lino support team, everything from a single source, backed by the product expertise of more than 20 years of industry experience.
What support services does Lino provide throughout the entire lifecycle of an implemented solution?
Lino’s support commitment does not end with implementation. Across the entire product lifecycle, Lino ensures that engineering and integration systems operate with maximum availability. The service portfolio encompasses proactive system monitoring for early detection of disruptions, regular maintenance and updates, clearly defined service level agreements (SLAs) with binding response times, and AI-enabled support for faster diagnosis and resolution. Support requests are captured and processed via the Lino Customer Portal — transparently, traceably and with clear escalation paths for critical production processes.