Your direct line to Lobster experts
The Lobster Support team works according to the Swarm Model. Roles in the team are clearly assigned, and the specialists exchange information daily. There is no classic ticket hopping between first, second, and third level. This keeps your request transparent and helps us resolve it quickly.
What Lobster support covers
Lobster Support works with you as equals. We help with operation, features, and troubleshooting of the Lobster Data Platform. The goal is to help you get the most out of the platform.
Support specifically covers the following areas:
Third-party system integration: Advice on connecting systems such as SAP, Salesforce, or databases. Connections rely on common JDBC drivers.
Communication connections: Advice on supported protocols such as AS2, AS4, HTTP(S), FTP(S), and Mail. We also help you interpret connection errors so you can resolve them yourself.
Integration: Advice on specific questions. We refer you to the online documentation and provide guides for independent implementation.
Performance and resources: Advice on performance bottlenecks. You receive clear recommendations for your actions.
Error management: Help interpreting errors in interface development or profile chains. This enables you to develop your own solutions.
System outage: If your production system stops completely, contact us through the emergency hotline.
Your responsibility as a customer
The following areas are exclusively your responsibility:
Procurement, operation, and maintenance of third-party systems and required drivers. Examples: cloud storage, databases, SAP.
Management, procurement, and renewal of certificates.
Administration and configuration at OS and network level. This also applies to third-party systems such as databases, firewalls, and network shares.
Process analyses and proof of concepts (PoCs).
Creation, configuration, and adjustment of profiles, mappings, and ETL/ELT entries.
How to reach our product support
Send your request by email to support@lobster.de. Alternatively, contact support directly from the Lobster Data Platform.
Always include the following information:
Installation ID of the affected system
A clear description of your issue
The system logs your request automatically as a ticket. A support specialist then picks it up.
Note
Email is our only communication channel. We respond in English or German.
Emergency hotline for system outages
If you experience a system outage, please consider using the emergency hotline:
https://www.lobster-world.com/en/product-support/
Support hours
Lobster Support is available Monday to Friday, 07:00 to 17:00 (CET/CEST).
Send your email before 14:00. You will usually receive a reply on the same business day.
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