Support

Commercial clients can open support tickets
by sending an e-mail to
support@lucysecurity.com.

OPEN SUPPORT TICKET

Please consult our LUCY Manual available on the
support WIKI website, which contains comprehensive
information necessary for configuring and
troubleshooting.

OPEN WIKI

Paid vs. Free Support

All support activities related to software bugs are free of charge. Other exceptions: If a WIKI article is not clearly formulated or is outdated, the customer will not be charged for the resulting questions. All other issues will be charged once the support budget included in the according license model is used up. Please ensure that the LUCY software is always up to date with the latest patch before contacting our customer service. Having said all that, the LUCY team aims to be helpful and accommodating at all times, and will do its absolute best to assist the client wherever possible.

Examples of issues that are not considered LUCY bugs:

  • Application or system problems caused by changing anything within the Linux operating system on which LUCY runs.
  • Third party SPAM filters blocking mails from LUCY.
  • External Mail relays that do not work as expected.
  • Proxy settings preventing LUCY to receive updates
  • DNS configuration issues caused by DNS entries not made by LUCY.

Support Subscriptions

The hourly price for support services is $90. Support bills will be created monthly or yearly. All invoices issued hereunder are due and payable within thirty (30) days of the invoice date.

Starter Edition

Hourly Support Rates

  • The starter edition has no support subscription included. Hourly rates apply.
Professional Edition

Standard Support

  • Hours included in the package: 2
  • Access to support ticketing system
  • Support hours: Mo-Fr during business hours (CET)
  • Maximum 24 h response time
  • Validity: 1 year
Premium Edition

Business Support

  • Hours included in the package: 12
  • Access to support ticketing system and live web sessions
  • Support hours Mo-Fr during business hours (CET & CST.)
  • Maximum 12 h response time.
  • Validity: 1 year
Ultra Edition

Premium Support

  • Hours included in the package: 24
  • Access to support ticketing system, live web sessions, and phone support
  • Support hours: Mo-Fr during business hours (CET & CST)
  • Maximum 12 h response time
  • Validity: 1 year