Most providers offer support, but rarely does it amount to more than a glorified waiting list or forum. They may tout a long list of features, but all the features and robustness in the world are meaningless without a professional level of service and support to back it all up and make it work.
LuxSci prioritizes customer satisfaction and strives to constantly raise the bar. From October 2017 to March 2018, LuxSci's customers gave our support an average rating of 4.87 of 5.0 stars ... up from 4.76 stars in the previous 6 months and up from 4.62 stars in 2016!
LuxSci believes that it's just as important to work with you as it is for you. That's why, in addition to our ever-growing feature list, you'll receive rapid, knowledgeable responses to all of your support issues — from sudden emergencies to your slightest concerns. No matter when the question arises, LuxSci' US-based support team is accessible day and night, every day of the year. We're willing to bet it's the closest thing to a house call you'll find from an email provider. But just don't take our word for it:
|
"... as far as I'm concerned, your customer service sets the standard, and I'm pretty familiar with most of your email provider competitors. You guys have blown me away with quality of customer service!" - James |
|
|
"...I can be hard to please and can smell BS and canned answers from a mile away, but I've never had any of that from LuxSci. My questions to support have been answered promptly in full (always by a highly knowledgeable person), my concerns addressed, my feature requests taken seriously, and some have even been implemented within a relatively short time frame. In my twenty years doing business on the Internet I have never received as professional a service from all departments of a company as LuxSci has given me." -Peter |
|
|
"... I simply have never experienced the level of service you provide, nor the amazing speed with which you handle support issues. ... Kudos to you: there are plenty of other hosting companies out there that could take a lesson from you all." -Candy Beauchamp |
LuxSci provides the same level of technical support to all customers.
| Support Feature | Premium Support |
|---|---|
 Support 9am-11pm Eastern Time USA |  |
| Support via Ticket | |
| Support via Email | |
| Support via Online Help | |
| Support via Telephone | |
 Emergency Support 24/7 for Admins | |
Support for non-admin users is available during
regular hours, 9am-11pm Eastern Time USA. | |
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.
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.
Our standard support hours are 9am to 11pm Eastern Time (USA). We also provide emergency support to account administrators 24 hours a day, every day, to quickly address all service availability issues.
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. By displaying recently viewed and popular pages and hiding documentation that doesn't apply to a user, our Members' Help quickly and efficiently gets you an answer to your question.
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.
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.
Email Program Setup, Account Customization and Configuration, and General Service Training are available via phone with a LuxSci Technical Support representative at $100 per hour. Call are a minimum of 1 hour with additional time available in 15 minute increments.
I am happy to say that we have had a very positive experience with your products. With the help of your support team and your support library resources, this is going well. I am very impressed and pleased to find such excellent support! We made the right decision when we decided to go with LuxSci for HIPAA-compliant email hosting."
I just wanted to say thanks to all the great support and sales people I've dealt with from LuxSci. Our website launched this weekend nearly flawlessly and had great help from your support department. Keep up the good work!"
So far we are very happy with the HIPAA-compliant email services LuxSci provides, and our experiences with your support personnel have been very helpful."
LuxSci always gives the best customer service and are always available when I need them. They respond to trouble tickets ASAP and are always very patient and friendly when you speak to someone."
The transition from our old Exchange server to LuxSci went very well. Users are happy with the WebMail interface and the performance. We certainly appreciate the very helpful and prompt support of all of you guys at the help desk. Part of the sale to our management was the excellent availability of quality support. Thanks."
Angie Duran, VNA El Paso
Bryan Patrick, Website Administrator, CentrePointe Counseling, Inc.
Tara Krol, President, Managed Care Consultants, Inc. www.mccinc.biz
Stephanie D., Acclaim Recovery Management
Rick Buccheri, Patuxent Companies
