Service Desk FAQ
What is the best way to get in touch with Lucidica regarding an IT issue?
You have two main methods of communication with our engineers:
Calling the Immediate Response (IR) team on 020 7042 6310
Or emailing [email protected]
What is the difference between calling the IR team and sending an email to [email protected]?
Call us on 0207 042 6310 and select option 2 for any URGENT issues or when you/someone needs support straight away. Below are some examples:
- If you suspect you have clicked on some malicious link or are under a hacker attack
- You or some colleague is locked out from your applications / PC
- Your WIFI is down
- Your Server is down
- You are not able to connect to your printer
- Outlook freezing
- PC turning off
- Any quick questions related to Office applications (Word/Excel)
- Permissions to be approved (if you for example are trying to download some new application and need administrator approval)
Contact us via [email protected] for any request that doesn’t need to be dealt with straight away or a request that needs to be very detailed. Below are some examples:
- New Starter request
- New Laptop Setup Request
- Backup check
- Any doubts related to any applications covered by the Lucidica contract
- New Rules that need to be set up
- SharePoint permissions request
How the Service Desk works?
When you call, the engineer will listen to your problem and try to troubleshoot your issue/request within 20min. If, for any reason, your issue/request needs further investigation, the engineer will log a new ticket and escalate the issue out of IR. This will allow someone with more time to work on your problem.
Please note that the engineer will be in touch within your Service Level Agreement (SLA), so we will not always have an out-of-IR engineer available to check your issue/request straight away.
How do I track the status of my submitted requests?
For every new request with Lucidica, a new ticket will be created and you will be notified by email of every response and follow-up.
However, you can also check all the tickets you have with Lucidica by going to our client portal here.
How does the SLA (Service Level Agreement) work?
Depending on the type of contract you have with Lucidica, you will have different response times from the engineers:
Platinum contract:
- Emergency (urgent) issue related to a global problem for the entire company, breach, etc - 1 hour
- Regular issue related to passwords, emails, and accounts - 4 hours
Gold contract:
- Emergency (urgent) issue related to a global problem for the entire company, breach, etc - 2 hours
- Regular issue related to passwords, emails, and accounts - 4 hours
Silver contract (Only for Servers):
- Emergency (urgent) issue related to a global problem for the entire company - 2 hours
- Regular issue related to server - 4 hours
Bronze contract or a client without a Contract:
- Emergency (urgent) issue related to a global problem for the entire company - 4 hours
- Regular issue - 8 hours
What are Lucidica’s operating hours?
Our current business hours are from 08:30 am – 6:00 pm UK time from Monday to Friday.
Any calls or work done outside of these hours will have an Out of Hours Surcharge added to your billing and Unsociable Hours Surcharge if applicable (more details on the question: Is the service desk available on weekends and holidays?)
Is the service desk available on weekends and holidays?
Outside of Lucidica’s operating hours you can use Lucidica Out Of Hours support number 0207 042 6310.
Lucidica’s Out of Hours are from 6:00 pm to 08:30 am UK time- Every weekday & 6:00 pm to 08:30 am UK time - Friday to Monday. The surcharge amount is normally £75 per hour.
Besides that, Lucidica also operates an Unsociable Hour Surcharge of £100 flat fee for any work carried out between 00:00 am - 06:00 am UK time.
Please be aware that any work carried out outside of operating hours will result in Out of Hours Surcharge added to your billing and Unsociable Hours Surcharge if applicable.
How can I contact the Service Desk?
If you wish to speak to our Service Desk Coordinator regarding a ticket or to raise a complaint, please contact [email protected].
How should I contact Lucidica regarding sales and negotiations?
For contract negotiations or additional services, please contact [email protected].
How should I contact Lucidica if I have issues/requests related to finance, invoices, or finance in general?
If you have any issues/requests related to finance, invoices, or finance in general, please contact [email protected].
