Need Help? We Are On It.
Existing Lumestrum clients can reach our team any of these ways. Every request is triaged within seconds and handled by an engineer who knows your environment.
Email Support
Send a message to support@lumestrum.com. A ticket is created automatically and triaged right away.
Email supportUrgent Issue
Start your subject line with URGENT and include a callback number so an engineer can reach you right away.
Send an urgent requestSecurity Concern
Clicked a suspicious link or see something unusual? Do not delete anything. Disconnect from the network and contact us right away.
Report a security issueResponse and Resolution Targets
Every request is assigned a priority the moment it arrives. Business hours are Monday to Friday, 9 a.m. to 5 p.m. Central, excluding holidays. Critical issues are covered around the clock.
| Priority | Examples | Response | Resolution goal | Coverage |
|---|---|---|---|---|
| Critical | Business down, security incident, server or internet outage | 15 minutes | 4 hours | 24/7 |
| High | Several users affected or a key application unavailable | 1 hour | 1 business day | Business hours |
| Normal | A single user affected, with a workaround available | 4 business hours | 2 business days | Business hours |
| Request | New user, software install, access or configuration change | 1 business day | 5 business days | Business hours |
Response means an engineer is actively working your issue, not an automated reply. Resolution goals cover a fix or a working solution; issues that depend on vendors, carriers or replacement hardware are tracked separately and kept updated. Your service agreement contains the terms for your organization.
What Else You Can Count On
Beyond the help desk, these targets apply to the work we do in the background every day.
24/7 Critical Coverage
Critical issues and confirmed security incidents are answered around the clock, including weekends and holidays.
Monitoring Alerts
Critical alerts from devices, servers and networks are acknowledged within 15 minutes, 24/7.
Security Incidents
Containment begins within 30 minutes of a confirmed incident: devices isolated, sessions revoked, senders blocked.
Patch Management
Critical and actively exploited vulnerabilities are patched within 72 hours of a vendor fix. Routine updates within 14 days.
Backups and Restores
Backup jobs are verified daily, failures are corrected within 1 business day, and restores are tested every quarter.
Onboarding and Offboarding
New users are ready within 2 business days of a complete request. Departing access is removed within 1 hour, or at a scheduled time.
Escalation
Critical issues not resolved within 1 hour escalate to a senior engineer, and to Lumestrum leadership at 2 hours.
Service Reporting
Service level performance is reported monthly and reviewed in every quarterly business review.
Satisfaction
Every resolved ticket invites feedback. Any low score is reviewed by leadership within 1 business day.
What to Include in Your Request
- Who and whereYour name, a callback number and the device or location affected.
- What happenedWhat you were doing, what you expected and what happened instead.
- Error messagesA screenshot or the exact wording of any error helps us fix it faster.
- How many peopleWhether it affects just you, your team or the whole office.