---
title: "Contacting Support"
slug: "contacting-support"
updated: 2025-10-23T09:54:44Z
published: 2025-10-23T09:54:44Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.lightico.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contacting Support

Lightico 24x7 Customer Support is available to answer any questions you have about Lightico's capabilities, configuration and troubleshooting.

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

| **Channel** | **Channel detail** | **Availability** | **Notes** |
| --- | --- | --- | --- |
| Email | support@lightico.com | 24/7 | Expect response times based on priority |
| Phone | *Contact your PM for the Helpdesk Number* | 24/7 | Hotline 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.
- Indicate your priority classification in the subject line (e.g. P2: Increase in API failures)

## 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 phone call.