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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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.

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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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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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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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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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.