Welcome to Lucidity Client Support

Lucidity has designed a comprehensive support system to ensure that help is delivered quickly and effectively. This quick guide outlines our support processes.

Need assistance?

Contact our Helpdesk to log an incident or service request.

Fill out the form below for an incident or service request.

Only use this form to contact support. If it is a general enquiry please contact info@lucidity.co.nz.

Tips to ensure the best support experience

  • Our standard business hours are 8.00am-5.30pm Monday to Friday.
  • During business hours we aim to respond to emails within 4 hours.
  • If your issue is urgent or you need afterhours assistance (afterhours charges may apply), please call us after logging via email.
  • If your issue is urgent or you need afterhours assistance (afterhours charges may apply), please call us after logging via email.
  • Depending on the urgency:

    • We aim to resolve most Incidents between 4 hours (Urgent – P1) and 3 days (Standard – Priority 3).
    • We aim to resolve most Service Requests between 8 hours (Urgent – P1) and 5 days (Standard – Priority 3).
  • Escalate as soon as possible if a ticket is not getting the attention it deserves.
  • You can view and interact with tickets in our Customer Portal. If you don’t have a login, request one via support.
  • For more information check out the Lucidity Support Policy.
  • We publish planned maintenance and service issues via our Status Page – subscribe to notifications at the top of the status page.

Service escalations & account management

For all other matters