Contact Technical Support
Our world-class Technical Support Team is ready and eager to assist you with any issues related to your platform.
Communication
We have two primary modes of communication:
Directly emailing our support helpdesk -> [email protected]
Ticket Portal
Our Technical Support ticketing system offers an automated service desk for efficiently managing and interacting with your technical inquiries.
New customers can easily access support by visiting the Lucy Security Customer Portal, where you'll be guided through the process of signing up and creating an account.
Use this portal to submit your Technical Support ticket and conveniently monitor the status until resolution.
What Information is needed for a technical support request?
Workstation ID: Provide this to pinpoint the exact server in question.
Issue Description: Offer a thorough explanation of the problem.
Additional Evidence: Attach any documents, images, logs, or videos that could expedite our investigation.
Accessing All Your Technical Requests
This portal displays all your technical requests, neatly organized into columns that detail the summary, current status, and priority as determined by our Technical Support engineers.
What requests are handled by Technical Support?
All Application Issues
General Platform Knowledge
Deployment and Integration Assistance
Bug Discovery
New Feature Requests
Content Customization and Translation
Content Bugs
Licensing Issues
What requests are not handled by Technical Support?
Billing and payment issues.
Contract inquiries.
Renewal discussions.
Demonstration meeting of Lucy.
Onboarding of the Lucy platform.
Marketing collaboration or advertising opportunities.
Legal issues or compliance questions.
Feedback or suggestions unrelated to technical aspects.
Service Level Agreement
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