Lightico support guide

This article details the services covered by Lightico technical support. It is designed to assist you in accessing tools and resources to help you successfully utilize your Lightico service.  

Product documentation and knowledge base

• Product documentation:  https://knowledge.lightico.com

• Lightico API documentation:  https://developers.lightico.com 

• Release notes: https://knowledge.lightico.com/docs/release-notes 

Contacting Lightico Support

Lightico’s technical support is available 24 hours a day and 7 days a week to handle inquiries via Live chat, email and critical incidents via a dedicated phone line.

For more details, go to Contacting Lightico Support.

Lightico Support Priorities and Response Times

When you contact Technical support, a case is automatically created and a tracking number assigned for every inquiry. The case priority determines the initial response time and target resolution time for the case.

Customers are advised to indicate requested priority classification at the beginning of the email’s subject line as “P1”, “P2”, “P3”, “P4”.

For more details, go to:

• Support case priority definitions explained

• Lightico support priorities and response time objectives

Service Status Updates

Lightico maintains a status page to communicate service related events. The status page provides real-time updates and alerts on any known issue that may be affecting our customers.

You can also subscribe to notification alerts for services related to your account.

• Lightico service status updates

• Planned weekly service maintenance

• Service notices

Escalation

Lightico assigns a program management team to each customer, who serves as the point of escalation in case a priority classification review is required.