Goal
The issue on my S1 or S2 ticket is still causing significant impact. How can I get Support's urgent attention right away?
Environment
Support Portal (support.lucidworks.com), for S1 and S2 tickets.
Guide
When to use this option
Use this option when the issue on your ticket is still actively impacting you and you need to get Support's attention:
- S1 tickets: the service outage is ongoing or has recurred.
- S2 tickets: the issue is still impacting your production environment or the business impact has increased.
For status questions or general updates, add a comment to the ticket instead.
Request urgent attention
- Sign in to the Support Portal.
- View your tickets by selecting your profile at the top right of the page, then Requests.
- Locate the S1 or S2 ticket by searching for the ticket number.
- Scroll to the bottom of the ticket conversation to the Need urgent attention? section.
- Select Request urgent attention.
- Optionally, describe what has changed, such as a recurrence or increased business impact.
- Select Confirm urgent request.
What happens next
Once the request has been submitted, Support will be notified and reach out via the ticket as soon as possible. You will receive an email confirming the request was received, and the ticket page will show when the request was made. Once Support replies on the ticket, you can request urgent attention again if needed.
If you don't see the option
The option only appears on S1 and S2 tickets. Lucidworks assigns ticket severity based on its severity definitions. If you are experiencing a service outage, open a new S1 ticket.
If your request doesn't go through
If you see a message that your request was not sent, add a comment to the ticket instead. If you are experiencing a service outage, open a new S1 ticket to notify Support immediately.