Lumi Customer Care: Complete 2025 Guide

What Lumi Customer Care Covers

Lumi Customer Care is the front line for billing, account access, product setup, and incident support across all Lumi products and services. Our scope includes self-service assistance, real-time channels (chat and phone), asynchronous channels (email and in-app messaging), and coordinated incident response with engineering for technical issues that affect availability or data integrity. We resolve 85–92% of contacts without escalation, with the remaining routed to specialists within defined time windows.

We operate on clear service-level objectives that balance speed, accuracy, and transparency. Our median first-response time (FRT) in Q2 2025 was 2 minutes 40 seconds for chat, 18 seconds average speed of answer (ASA) for phone under the 80/20 standard (80% answered within 20 seconds), and 3 hours 12 minutes for email. First-contact resolution (FCR) averaged 72%, while customer satisfaction (CSAT) on post-case surveys held at 4.7/5 across 22,000 responses.

Channels and Hours

We provide multi-channel support with defined hours and response targets. Live support is staffed by certified agents located across three time zones to ensure continuity, with 24/7 coverage for Priority 1 incidents. All channels support English; email and chat also support French and Spanish during core hours. We monitor seasonal surges (e.g., product launches) and add surge capacity to maintain service levels.

Outside live hours, our Help Center and status page remain available, with proactive incident updates when applicable. We recommend in-app messaging for account-specific questions because it automatically includes device and version metadata, reducing back-and-forth and accelerating resolution by 20–30% compared to email.

• Chat (https://support.lumi.example): Mon–Fri 08:00–20:00 local; Sat 09:00–17:00. Median FRT 2m 40s; typical handle time 6–9 minutes. Languages: EN, FR, ES (core hours).
• Phone (request callback via https://support.lumi.example/callback): Mon–Fri 08:00–20:00 local. ASA target 20s; abandonment <5%. Best for billing holds, access lockouts, or time-sensitive issues.
• Email ([email protected]): 24/7 intake. First reply within 6 business hours Standard; 2 hours Priority/Enterprise. Attach up to 20 MB; larger files via secure upload link provided on request.
• In-app messaging (Help → Contact Support): 24/7 intake with automatic diagnostics. Prioritized during live hours; fastest for technical issues.
• Status page (https://status.lumi.example): Real-time uptime and incident posts; subscribe for SMS/email updates. Update cadence every 30 minutes during major incidents.

SLAs and Severity Definitions

We classify issues by customer impact and urgency to ensure predictable response and resolution. Acknowledgement means we confirm receipt and begin triage; workaround means a documented, viable way to restore service or mitigate risk while a permanent fix is developed. SLAs apply to Priority and Enterprise plans; Standard follows best-effort targets aligned to volume and complexity.

Severity levels: P1 (Critical) = complete outage, security incident, or data loss risk; P2 (High) = major feature impairment or widespread degradation; P3 (Medium) = single-user impact or non-blocking defect; P4 (Low) = how-to, configuration, or cosmetic issues. We meet or exceed these in >95% of cases monthly, tracked via internal dashboards and audited quarterly.

Targets: P1 acknowledge within 15 minutes, workaround within 2 hours, resolution ETA posted within 4 hours; P2 acknowledge within 1 hour, workaround 1 business day, resolution plan 2 business days; P3 first reply 1 business day, resolution as scheduled (typically 3–5 business days); P4 first reply 2 business days, resolution by next minor release or knowledge-based solution.

Support Plans and Pricing

Standard Support is included with all active subscriptions at no additional cost and covers email and chat during published hours, knowledge base access, and best-effort responses to low-severity issues. It’s ideal for teams with flexible timelines and non-critical use cases. Standard includes up to 5 named contacts per account for ticket submission.

Priority Support adds faster SLAs and 24/7 coverage for P1 incidents at $59/month per account or $590/year (2 months free). This plan includes a quarterly account health review, incident postmortem calls upon request, and a named case manager for continuity on long-running issues. Organizations with regulated timelines or production-critical workflows typically choose Priority.

Enterprise Support starts at $1,200/month and includes all Priority features plus a dedicated Customer Success Manager, custom runbooks, change-management advisory, premium onboarding, and SSO-assisted support sessions. Enterprise customers may request a data residency rider and scheduled after-hours maintenance windows. Volume-based pricing and multi-year discounts are available upon procurement review.

Data Protection and Security in Support

We minimize data collection and use role-based access for all case work. Ticket content is retained for 36 months, chat transcripts for 12 months, and file attachments for 18 months unless you request earlier deletion. Diagnostic logs uploaded via secure links are automatically expired after 30 days. We do not request or store full payment card numbers, private keys, or passwords; agents will never ask for these.

Transport security uses TLS 1.2+ with HSTS on support endpoints. File uploads are virus-scanned and encrypted at rest (AES-256). Access to customer records is audited and limited to trained personnel under least-privilege policies, with quarterly reviews. For GDPR/CCPA compliance, you may submit data-access or deletion requests via https://privacy.lumi.example; responses are provided within statutory timelines (typically 7–30 days).

For customers requiring data residency, case metadata can be processed in the EU or US based on account settings. We publish our current subprocessor list and change notifications with 30 days’ notice. Security incidents involving customer data trigger our P1 protocol, legal review, and notifications consistent with applicable regulations.

Escalation Path and Incident Management

Our escalation path ensures the right expertise at the right time. Every ticket begins with triage for severity and impact, followed by assignment to the appropriate tier. Escalations are time-bound; if a case isn’t progressing within its target window, it’s automatically raised to the next tier and flagged for supervisory review to prevent stalls.

Communication is continuous and documented. We provide clear next steps, estimated times to update (ETUs), and confirm resolution with affected users. Post-resolution, we summarize root cause, remediation, and any preventive measures added to our roadmap or runbooks.

Tiered Support Model

Tier 1 handles account issues, how-to questions, and known errors using runbooks and our knowledge base. Their goal is accuracy and speed; 70% of total volume is resolved here. Tier 2 consists of product specialists who reproduce issues, collect targeted diagnostics, and coordinate with engineering as needed; they handle roughly 25% of volume.

Tier 3 (Engineering Liaison) covers defects, complex integrations, and performance anomalies. They create and prioritize bug tickets, propose hotfixes, and confirm fixes in staging and production. Site Reliability Engineering (SRE) is engaged for infrastructure-level issues and participates in capacity and resilience reviews after closure.

Major Incident Protocol

We declare a P1 when there is a full-service outage, security event, or critical data risk. A Major Incident Commander (MIC) is appointed within 10 minutes, who coordinates response, assigns owners, and manages communications. We update the status page every 30 minutes until service is restored, then at 60-minute intervals during recovery verification.

After containment, we publish an incident summary within 24 hours and a full postmortem within 5 business days, including timeline, root cause, corrective actions, and prevention steps. Where customer action is recommended (e.g., client updates or configuration changes), we provide step-by-step instructions and optional guided sessions for Enterprise plans.

Self-Service and Knowledge Base

The Help Center (https://support.lumi.example) contains over 320 peer-reviewed articles, including setup guides, API references, troubleshooting trees, and compliance FAQs. Articles display “last updated” timestamps and estimated reading times, and most include short video walkthroughs under 3 minutes to speed resolution.

We target a 40–50% self-service resolution rate, measured as successful sessions without agent contact within 48 hours. New articles are drafted within 2 business days of recurrent questions, validated by product managers, and translated into supported languages within 7 business days. Release notes are posted monthly and linked directly from relevant articles.

How to Contact Us Efficiently

For the fastest resolution, start in the app under Help → Contact Support. This attaches device, app version, and log snippets that cut triage time by up to 30%. If emailing, include your 8-digit Customer ID from Settings → Account so we can verify your plan and route you to the right queue on the first pass.

If you’re reporting a service disruption, capture the exact timestamp (with timezone), error codes, and the last action taken. For billing questions, attach the invoice number and last 4 digits of the payment method. For privacy-related requests, use the privacy portal to ensure legal handling and tracking from the outset.

• Problem description and impact (who is affected, how often, business impact quantified if possible).
• Timestamps with timezone, steps to reproduce, and screenshots or screen recordings (max 20 MB or via secure link).
• Environment details: OS, app/SDK version, network type, and any recent changes (deploys, policy updates).
• Customer ID, order/invoice number (if billing), and preferred contact times (include your timezone).
• For security concerns: affected asset identifiers and whether containment steps have been taken.

Once submitted, you’ll receive a case number immediately. Standard plan updates occur at least once per business day for open cases; Priority and Enterprise cases include proactive updates aligned with SLA ETUs. If you feel your case warrants higher severity, reply “ESCALATE” with a brief justification to trigger supervisory review within 30 minutes during live hours.