Ask once, somewhere that already knows what you run.
A ticket is raised against your account, with your licences and everything you have asked before already attached. It is read by the people who run the platform.
What support covers
A fault in Kontrol7, Stasys or NodeRoom is ours to fix, and the fix arrives as an update.
Installing, entering your licence and the first setup are support, not a paid extra.
Help moving sites from cPanel or Plesk and mail from any IMAP server into Kontrol7, checking what was found before anything changes.
We will tell you what the logs say and what the software did. The servers and their operating system are yours.
What happens after you ask
Raised from your account, with your services and previous tickets already on it.
Low, normal, high or urgent, and the department it belongs to. How urgent it is to you is not ours to decide.
There is no first tier whose job is to ask you to clear your cache.
Closed tickets keep their history, so next time you and we read the same thread.
Response targets, severities and credits
The figures we can be held to are in the service level agreement, set out by severity, with what each missed target is worth.
Frequently asked questions
How do I open a ticket?
From your account, once you have one. That is the route that arrives with your services attached. If you do not have an account yet, write to hello@lbreeze.com or start a live chat from the contact page.
What do I do if something breaks out of hours?
Raise the ticket at the highest priority. The out-of-hours route, and what it commits us to, are set out in the service level agreement.
Do you support the servers my install runs on?
We will go as far as the logs let us and tell you what the software did. The servers and their operating system are yours to run.
Can someone else on my team raise tickets?
Yes. Access is granted per area, so a developer can hold the parts they work on without holding your billing.
How do I report a security problem?
A vulnerability in our software is handled as an incident. How to report one is set out in the acceptable use policy.
Not a customer yet?
Pre-sales questions go to the same people. Tell us what you are running now and what you are trying to get to.
Contact us