How Do I Make a Support Request?
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As our user base grows, it becomes more challenging to manage the support requests we receive from our users. In order to ensure that we fairly allocate time to address support requests from all our users, we have adopted a support management platform to help us manage your support requests better and more equitably.

Please note that it is company policy not to respond to support requests sent directly to individual personnel. Support requests will only be addressed if they are sent through the support management platform.


Unable to Log Into eTool

If you’re unable to log into eTool or if you’re not registered but require support, you can send an email directly to lcdsupport@cerclos.com. The support request should ideally be submitted by the user requiring support to ensure effective communication between the user with the support team and avoid miscommunication. Please refer to the rest of the post below for a guide on what kind of information you need to provide in your Support Request.


Already Logged Into eTool

If you are already logged into eTool and wish to submit a support request, please click on the icon link below to take you directly to the Support Request submission page.

Make A Support Request

For future support requests and to view the status or edit your existing requests, you can access our Support Site any time once you’ve logged into eTool by clicking on the ‘Help’ link in the top right corner of the page.

Once you’re in the Support Site, click on the ‘Request Support’ icon to create a new support request or manage your existing request(s).


Useful Information To Provide in Your Support Request

Below are a couple of important details that would be very helpful to include when submitting your support request:

  • URL Link to the Project, Structure, Design, Template or EPD etc that you require assistance with.
  • Screen grabs that illustrate the error or problem you’re experiencing.

If your support request was generated successfully, you will receive an email receipt with your support ticket number to notify you that your support request has been received.


Support Level Agreement

Depending on what has been entered in the SLA fields of your ticket (this will be reviewed by the LCA Coaching team case by case), our support level agreement is as per the table below:

 

 

 

What is Advanced Support?
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As eTool continues to grow, so do the needs of our customers. Over the years, we have identified that there is a growing demand for more advanced and project specific support. We now realise that our ‘standard support’ platform is no longer appropriate for providing that level of support which is often time-critical. Our team contains a wealth of knowledge and experience that needs a better platform so that we can more effectively provide that support to our clients.

In order to deliver this level of support successfully, we have provided the list below to differentiate between what issues fall under ‘Advanced Support’ or ‘Standard Support’.

Standard Support

Advanced Support

All software specific matters (bugs, errors, registration/login, subscription/payment & organisation level management/administration issues or questions etc.)

Project specific questions and concerns
General LCA questions Require specialist level LCA experience, knowledge & mentor-ship

Will be subject to our SLA response times

Session will need to be booked via a booking page to ensure timely support

Available to all eTool users

Prioritised above Standard Support
  Add-on to any paid subscription at an additional cost

 

Please note that new Specialist Hotseat subscribers will receive complimentary 5 hours of Advanced Support sessions for the first 12 months. You can refer to our eTool Pricing Guide page for more details.

Please click on the link below if you’re interested to learn more about our Advanced Support.

Advanced Support


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How Do I Make a Support Request?