Features

Real Support When You Need It

Our customers are our first priority; we strive to ensure that everything works well for you and to respond quickly and accurately to all your questions and issues.

Support: Unlimited or Pay-as-you-go

Shared hosting accounts get unlimited technical support included with their account -- this can be at a discounted "Basic" level or at the "Premium" level. Dedicated Server customers can choose between paying a flat per-user rate for unlimited "Premium" support, or "pay-as-you-go" for per-incident "Token Support". See the comparison charts on this page for more details.

Support Tickets

Our primary support tool is our support ticketing system. We designed it to be intuitive and easy to use, and it is tightly integrated with our extensive help system. All support tickets are immediately sent to our support staff when submitted.

Support Hours

Our standard support hours are 9am to 11pm Eastern Time (USA). We also provide emergency support 24 hours a day, every day, to quickly address all service availability issues.

Online Help

LuxSci has developed an extensive collection of help documentation, covering every aspect of our services. It is logically organized and has a powerful search engine designed to provide an intelligent list of help files in response to your query. Additionally, our help files are dynamically tailored to the user that you are logged in as. From user specific settings, to set up an email program, to hiding documentation that doesn't apply to a user, our Members' Help is designed to eliminate wasted time sifting through information that doesn't apply to the question at hand.

Phone Support

If you prefer to talk to a support technician rather the use the support ticketing system, you can call our 800 number or open a support ticket with a number where we can reach you.

Note: Phone support is not available in all support plans. See the comparison table.

Email Support

If you can't login to our site to submit a support ticket, you can email your question in to our support staff at the address "support AT LuxSci.com". Please note that support tickets are prioritized over email messages and that for security, privacy, and authorization verification reasons, many must be requested via a support ticket.

Personalized Training Calls

Email Program Setup, Account Customization and Configuration, and general Service Training via phone with a LuxSci Technical Support representative. Price: $100 per hour. 1 hour minimum. Additional time in increments of 15 minutes.