How to Contact Support
As we start to rollout out new support experience from Friday February 27th your experience will depend slightly on your version of Luminance and when your next patch is applied. Please follow the guidance below relevant to your environment.
Step 1: Identify Your Luminance Version
If you are using Corporate Versions 3.8, 4.0 or 4.1
After your next patch update is applied:
Log in to Luminance as usual.
Click the Support button located in the bottom right-hand corner of any page.
Use the in-application Support widget to:
Submit and manage tickets
View all support conversations in one place
Access the new Help Center, including knowledge articles and best practices
This allows you to contact Support without leaving the platform.
Before your patch is applied:
Continue using the Support Hub as you do today.
You will be automatically directed to the new Help Center.
Use the Support widget (bottom right corner of the page) to submit and manage tickets.
If you are using Any Other Luminance Version
From 4pm on Friday February 27th:
Access Support via the Support Hub, following your usual process.
You will be directed to the new Help Center.
Use the Support widget (bottom right-hand corner of the page) to:
Submit tickets
Track conversations
This is a temporary experience until your environment is aligned with the new in-platform functionality. Once aligned, the Support widget will be available directly within Luminance.
Managing Existing Tickets
On Monday, you will receive an update for each currently open ticket once it has been migrated to the new support experience.
If you need to update us, please ensure you reply to the latest message you have received regarding the issue.
During the transition, you may temporarily lose visibility of open tickets. Rest assured, they are still being worked on.
You can continue to reply directly to the most recent email you’ve received about your issue - your response will be captured and logged correctly in the new platform.
All updates from our team will continue to be sent to you via email.
What You Need to Do
There is nothing you need to do.
Please continue using the Support Hub as usual. Access to the new Support Center and in-application widget will be enabled automatically based on your version and patch schedule.