Partner Support

Lucidworks Support is available to assist Lucidworks Partners with any issues encountered during the implementation phase of a project. While our Support team specializes in break/fix scenarios, we can also provide best-effort guidance for how-to questions, limited to topics covered in Lucidworks documentation. If a request extends beyond Support's scope, it will be redirected to an appropriate team internally for further assistance.

When submitting a Partner Support request via the Support Portal, ensure that the Partner Support form is used and that all of the necessary details are captured:

• Subject - Summarize your request briefly. The system will also suggest relevant Knowledge Base articles based on your input in this field.
• Description - Provide as much detail as possible regarding your issue or request. A comprehensive description helps us better understand and address your ticket effectively.
• Client Name - Specify the Lucidworks end-client related to your request.
• Product Line - Select the relevant product associated with your request. Depending on your selection, additional optional fields may appear. Please include information in these fields if they are relevant to your request:
  • Cloud Provider
  • Kubernetes Version 
  • Fusion Version
  • Solr Version
• Environment - Select the environment related to your request.

Attachments (log files, screenshots, or other artifacts) can be uploaded using the Attachments option at the bottom of the form. When all of the fields have been filled out, click the Submit button to forward the request on to our Support team. Our Support team will issue a first response to all Partner Support requests within 48 hours of submission.