LuxSci Technical Support

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.

Support Philosophy

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 needs. From sudden emergencies to routine questions, LuxSci's US-based support team is ready to help. 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:

"... LuxSci stands above the rest and is the most responsive support group anywhere—beyond 5 stars or any other measure." - Patrick O'Malley . Resolution Strategies LLP

"LuxSci is a very unusual company in the respect that if you ask support for a technical help, NOTHING is ever insurmountable to them. From a 1 to a 10, they are twelve!" -Tim Hughes, United Conduit Securities

"LuxSci provides rock-solid HIPAA compliance for our company. They are prompt, professional, and always go the extra mile to ensure our needs are met. The amount of customization and personal service we receive from LuxSci far exceeds any other company we have worked with." - Thomas House, Marketing Manager, Eye Consultants of Atlanta

Support Hours

Standard Support

Urgent: LuxSci provides support for urgent issues from 9am to 11pm Eastern Time (USA), every day.

Regular: Additionally, LuxSci provides support for non-urgent, regular issues and questions during business hours—9am to 9pm Eastern Time (USA) Monday-Friday, excluding major holidays.

Emergency Support

LuxSci provides emergency support to designated customer account administrators 24/7, 365 days/year.

Emergencies are classified as LuxSci issues of critical impact, LuxSci outages, suspected security incidents, or when core LuxSci functionality is unusable/unavailable for everyone.

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 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.

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. 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.

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.

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, most requests must be submitted via a support ticket.

Training

Secure Marketing usage, Email Program Setup, Account Customization and Configuration, and General Service Training are available via phone with a LuxSci specialist. Contact sales for pricing for your specific needs.


Learn Why G2 Crowd Users Love LuxSci

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