Help & Support

LuxCloud has a dedicated international support team, available to assist you when the need arises. Support requests from our registered partners can be made either via our control panel, email or by phone.

Support Hours
The European Support Desk is open from Monday to Friday, 8 AM to 5 PM CET, excluding Luxembourg public holidays.

 

Necessary support request information

To reproduce a possible issue and to assist you with a solution, please provide us with the following information:

  • Customer account name & subscription number
  • Description of the problem
  • Steps to reproduce the problem
  • Screenshots of the error messages (if applicable)

Support request via e-mail

Technical issues

  • Regards technical issues about the platform or the Partner Portal.
  • To open a ticket in the technical ticket queue: [email protected]

Business issues

  • Regards general questions about our services, available plans, change of plans, billing questions, etc.
  • To open a ticket in the business ticket queue: [email protected]

Support request via phone

Please make sure that before you call the hotline you’ve already created a ticket for reference.

The LuxCloud Support Hotline: +352 27 863 071

Support via chat

Via the chat widget in the right corner footer or the chat page partners can open a chat session to discuss questions or problems. If no direct solution is available a ticket will be created directly passed on to the ticket system by the operator.

Support Management Process

The LuxCloud Support Management Process describes the components of, and interactions between, the various companies and departments involved in the treatment of customer issues.  In the document below, the responsibilities and duties are described at all levels.

Support Management Process document

Not a registered partner?
Are you new to LuxCloud and have a question? Please contact us either through the LiveChat or following the information on the Contact Details page.