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    Contacting Support
    • 02 Dec 2024
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    Contacting Support

    • Updated on 02 Dec 2024
    • 1 Minute to read
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    Article summary

    Lightico 24x7 Customer Support is available to answer any questions you have about Lightico's capabilities, configuration and troubleshooting. Contact a live support agent by clicking the Chat button on the lower right corner of the screen.

    Our Customer Support is available 24/7 via Live Chat and Email to address customer requests. Phone support is available 24/7 for critical (P1 and P2) issues. 

    ChannelChannel detailAvailabilityNotes
    Emailsupport@lightico.com24/7
    Live Chatvia Chat Button24/7
    Phone+1 518 529 514924/7Hotline for critical incidents (P1 and P2) 


    Collecting information

    Prior to creating a Support Request, you may want to collect as much information as possible, to expedite the resolution of your request:

    • Try to see if the problem is reproducible.
    • Check to see if the problem is isolated to one user/computer, or more.
    • Include the Lightico login email of the affected user.
    • Include specific session details (primary contact, date and time). 
    • Collect relevant screenshots (when applicable).
    • Include in the issue description exact steps when the problem occurs, frequency of occurrence, error messages and any troubleshooting activities.
    Take a screenshot of the full screen 
    We try our best to figure out what’s going on based on your description, but sometimes, it’s best if we can see what you’re seeing. Taking a screenshot in full  screen mode gives us a lot of added information and helps us understand the issue precisely. Thus helping expedite resolution. 

     Logging a support request

    For the fastest handling of inquiries, collect the above information and create a support case by emailing support@lightico.com. Support is provided in English.

    For Priority 1 and 2 issues, always follow up your request with a live chat or phone call.

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