How to Work with TLC Support
We’d like to introduce you to our TLC Helpdesk portal – located at https://support.lightwerks.com. On this site you can submit and track service incidents that may arise in the future, complete with time-stamped submission and response times.
To submit a ticket:
The first time you visit the site, either click the link in the middle of the page that says, “Continue as Guest”, or click the “Login” link in the upper right-hand corner of the page, then click the “Register” link in the page that opens up next. Then enter a username and password to set yourself up as a user on our site. Please note that becoming a user will speed up ticket submission in the future so we recommend registering if you anticipate submitting support requests again in the future. However, if you prefer to just proceed as a Guest, that is also fine.
Once you gain access to the page with the “Ticketing” functionality on it, you can create a new ticket by clicking the button called “+ New Ticket”. In the form that opens, choose the “Ticket Form” that best describes you. Usually the best form is for the office nearest to you, unless we’ve set up a custom form for your institution (see below).
Complete the requested information. For example, if we recently finished your installation and we are still within our 90-Day Break-In Period, choose “Recent Project – 90-Day Break-In Period”. If your request is beyond our 90-Day Break-In Period, choose either:
“TLC Support – Currently Covered” if you have subscribed to a TLC Support Agreement with us, or
“TLC Support – No Agreement in Place”.
Enter the rest of the requested information.
Then choose “Submit Ticket”.
You will then receive an email with your ticket number which you can reference to find updates to your ticket on our Helpdesk page. As the same time, our TLC Support team will be notified of your request.
If you believe you will use the portal extensively, we can also customize a Ticket Form specific to your organization’s needs and we can also create a specific group of users for your organization so each and every member of your team will be able to see and track the status of any incident/ticket submitted for your organization. This will help give all users a simple view of your tickets, complete with time-stamped tracking of all communication between our organizations, 24 hours per day.
Of course, we can also provide support to you if you prefer to just call our main support line – (888) 852-4968 – but we believe we can provide you the best overall support experience by having you choose to use our ticketing system.
If you have any other TLC Support-related questions (e.g. subscribing to a TLC Support Agreement if you have not already done so, other support questions or needs, etc.), please feel free to call LightWerks TLC Support at (888) 852-4968, email us at firstname.lastname@example.org, or contact your local TLC Support Coordinator listed below:
- EXPEDITED RESPONSE: By having a valid TLC Support Agreement in place, your support request will be handled before requests from customers who do not. You may also save yourself some time with your organization because you won’t need someone to authorize an expenditure, put down a credit card, or generate a purchase order!
- QUALIFIED ON-SITE SUPPORT: Our certified, friendly Support Technicians can provide on-site service if, when, and where you need it.
- REMOTE SYSTEM MONITORING AND NOTIFICATION: We can arrange remote monitoring by LightWerks Support personnel, your own team, or both. Learn of system issues within minutes, usually before your end-user discovers it so you can go from RE-active to PRO-active system support.
- REMOTE ISSUE TROUBLE-SHOOTING, RESOLUTION, AND ESCALATION: Once alerted to a problem, we can route the incident to the best LightWerks Technicians who can trouble-shoot and resolve your problem remotely, allowing us to provide faster, lower-cost support. And when we can’t resolve a problem, we will be ready to roll a truck.
- QUARTERLY SYSTEM STATUS REPORTING: Our reporting engine can provide numerous reports – upon request or on a scheduled basis – including outages, personnel reaction times, and more.