Contacting support
Our support team can be contacted by:
- Opening a ticket on https://support.lucidlink.com/hc/en-us/requests/new
- Starting Chat in Support Portal at https://support.lucidlink.com
- Sending an email to support+ticket@lucidlink.com
Ticket priorities
Urgent - Customer’s business has significant loss or degradation of services:
- more than one user is experiencing a similar issue.
- there is no workaround. (e.g. storage provider outage).
High - Customer’s business has partial loss or degradation of services but work can reasonably continue:
- more than one user is experiencing a similar issue.
- there is a workaround that requires significant effort by the customer to implement or implies severe workflow disturbance (e.g. downgrade Lucid, delete .lucid/ folder, etc.).
Medium - Customer’s business is functioning with minor impact of services:
- a minimal number of users are affected.
- there is a bug or other inconvenience.
- there is a workaround that requires not much effort by the customer to implement and does not severely disrupt the workflow (e.g. temporary changed global setting, etc.)
Low - Customer’s business is functioning with minor impact of services:
- general inquiry, feature requests, questions, etc.
- minor defects.
Ticket priority is triaged by the LucidLink team based on ticket description (e.g. customer setting Urgent priority asking a general question, will not be considered as Urgent). Please refer to the explanations above for each priority level.
Premium SLA on tickets
| Priority | First response | Operational hours |
| Urgent | 1h | 24x7 |
| High | 4h | 24x5 (Mon-Fri)* |
| Medium | 8h | 24x5 (Mon-Fri)* |
| Low | 1d | 24x5 (Mon-Fri)* |
Standard SLA on tickets
| Priority | First response | Operational hours |
| Urgent | 1d | 24x5 (Mon-Fri)* |
| High | 2d | 24x5 (Mon-Fri)* |
| Medium | Best effort | 24x5 (Mon-Fri)* |
| Low | Best effort | 24x5 (Mon-Fri)* |
*24x5 weekend is from Saturday 0:00 UTC to 0:00 UTC Monday (2:00AM EEST, 6:00PM CST, 9:00AM AEST)
Q & A
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Because it is difficult for us to understand what exactly is happening with just a verbal description, and we must review the log files to provide accurate advice on how to resolve problems, we don't offer support via telephone call. If you have a quick question you can use the chat widget on the bottom right of the support portal to get advice from the chatbot or to speak directly with a Support Engineer.
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Creating a Support ticket with a good description of what you are experiencing, attaching screenshots and including error messages or other details about applications you were using when the problem occurred are helpful, and including the reference ID of a Diagnostic Report or attaching the log files if the Diagnostic Report can't be generated will ensure we can begin troubleshooting your problem immediately.
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The most common ticket is an incident, where some function of the software or service isn't working properly - aka break/fix. We also accept tickets for bug reports, feature requests, billing problems, and product questions. Tickets are the best way to communicate with the LucidLink Support and Billing teams but we will try to forward requests for anything else to the appropriate team member. You can also reach Sales and Solutions teams through the Talk to us form or the chat widget on the main website.