Posts Tagged ‘support’
Wednesday, April 4th, 2012
 We have been deliberating what constitutes the essence of LuxSci recently. We have many features and services and have grown considerably over the years. Saying what we do and what sets us apart succinctly has become an increasing challenge.
In the end, it came down to skipping our long list of features and services and all of the adjectives that we feel describe ourselves and our goals, and focusing on the fundamentals:
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Tags: knowledge, luxsci, safe email, security, support, zombies
Posted in LuxSci Insider
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Tuesday, May 24th, 2011
 LuxSci’s standard prices have always included Premium Support. However, many of our customers are very self sufficient and would like to translate that into savings. For mostly self sufficient customers, LuxSci now offers “Basic Support.”
Choosing Basic Support results in a 10% discount on eligible services.
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Tags: support
Posted in New Feature Announcements
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Monday, August 31st, 2009
 LuxSci has updated its Token Support pricing model. This support model allows eligible customers for pay for support “as they go”, rather than having unlimited support included as part of their per-user fee.
The new support token model lowers the per-token price to $25 each and reduces the cost of support issues for both Dedicated Server and Software Platform customers.
- Dedicated Server customers can choose to pay for support “as they go” so that their monthly server fees do not include any per-user component for flat-rate unlimited support.
- Software Platform customers supplement their own internal support staff with our assistance, paying “as they go”.
“Pay as you go” Token-based support is not available to customers on shared servers.
For more details, see Token-Based Technical Support.
Tags: dedicated server, pay-as-you-go, platform, support, token
Posted in LuxSci Insider
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Wednesday, February 25th, 2009
 LuxSci is a small and efficiently run company that is focused on and specializes in premium email services. While we do not have “our own” data centers like some of the “big boys”; we utilize the services of one of the most respected and reliable managed server providers around — Rackspace. We have been with Rackspace for 8 years. Prior to that we tried out a few of the cheaper providers and found that the support and/or the quality of the hardware and network was not up to our standards. Rackspace is like an extension of our IT department, helping us to provide the most reliable and redundant services available.
One of our long time clients has remarked that we have a “formula for success” that we shouldn’t change. We attribute this to the combination of our software, our people, and our infrastructure. In this article, we’ll discuss how LuxSci utilizes Rackspace and how our software and support solutions are complemented and enhanced by Rackspace’s reliability, security, and support.
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Tags: air, bandwidth, biometrics, cissp, co-location, dedicated, fanatical support, fire, generators, hvac, ids, infrastructure, iso17799, network, pci security, performance, rackers, rackspace, sas70, sas70 type II, security, support, ups, uptime
Posted in LuxSci Insider, LuxSci Library: Insider Insight
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Monday, February 2nd, 2009
 We have opened up the LuxSci FYI Blog to community comments. We hope to encourage interaction with LuxSci, provide another venue for answering questions and providing useful information to users.
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Tags: blog, comments, sales, support
Posted in LuxSci Insider
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Thursday, November 13th, 2008
LuxSci has made its maintenance window and service status information much more transparent and accessible to its users. Previously, this information was simply posted to a blog on the members’ "welcome page". Now the existence of important information is made visible to users on the welcome page, account administration page, and in the support tickets tool.
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Tags: maintenance, support
Posted in New Feature Announcements
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Saturday, June 21st, 2008
Improved User Interface: WebMail now features a new user interface designed to make it easier to customize the look and feel of your email. Rather than going into their preferences, users can now simply drag and drop to change what they see, with tabbed options to easily hide and show the email folder tree, message list, and message preview screens.
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Tags: opera, support, webmail
Posted in New Feature Announcements
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Saturday, March 15th, 2008
New Help Interface: LuxSci has re-written its help interface from the ground up to provide a much more user friendly experience. Some of the new features include: natural language searching, bookmarking, commenting on help, printable help pages, viewing a history of all pages you have recently seen, finding articles similar to other articles, searchable PDF files, improved determination of search relevance, and an improved organization of the help documents into various "books" with hierarchical tables of contents.
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Tags: help, support, webmail
Posted in New Feature Announcements
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Saturday, June 16th, 2007
LuxSci has made some significant changes in re-organizing its help in order to enable users to find sought-after documentation more easily. These changes include:
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Tags: documentation, help, support
Posted in New Feature Announcements
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Thursday, June 30th, 2005
LuxSci has added a new optional feature to its Private Labeled WebMail that allows account administrators to perform level-1 support for all their clients and escalate issues to LuxSci support only if/when necessary.Support tickets created by non-administrative users of Private Labeled accounts enabled for this would only be emailed to the account administrators and not to LuxSci staff. LuxSci staff would not generally see and would not respond to these tickets at all — it would be up to your support staff to do so. If, however, your account administrator needs assistance with an issue, that account administrator can always create a normal LuxSci support ticket asking for help, referencing any existing tickets relevant to the issue.
Tags: private, private labeling, support, tickets
Posted in New Feature Announcements
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LuxSci’s standard prices have always included 
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