How to Contact Support

Get help from the Laksana support team through our support ticket system.

Support Channel

Support Tickets

Access: https://my.laksana.app/support Available: 24/7 submission Response: Based on your subscription plan and priority

Create a support ticket with:

• Category: Select the appropriate category (Technical, Billing, Feature Request, etc.)
• Subject: Brief description of your issue
• Description: Detailed explanation of the problem
• Attachments: Screenshots, error logs, or relevant files
• Priority: Indicate urgency level

Before Submitting a Ticket

1. Check Knowledge Base

   • Search for your issue in our knowledge base
   • Read relevant articles and guides
   • Try suggested solutions

2. Check System Status

   • Visit status.laksana.ai for known issues
   • Check for scheduled maintenance
   • Review recent updates

3. Gather Information

   • Your account email
   • Error messages (exact text)
   • Screenshots of the issue
   • Steps to reproduce the problem
   • Browser and device information
   • Date and time when issue occurred

Response Times by Plan

Support priority is based on your subscription plan:

Free Plan

• Support Level: Basic Support
• Response Time: 48-72 hours
• Coverage: General questions and basic troubleshooting

Basic Plan

• Support Level: Basic Support
• Response Time: 24-48 hours
• Coverage: Technical issues and feature questions

Advanced Plan

• Support Level: Priority Support
• Response Time: 12-24 hours
• Coverage: Priority handling of all issues
• Benefits: Faster response times and dedicated attention

Enterprise Plan

• Support Level: Priority Support
• Response Time: 4-12 hours
• Coverage: Highest priority for all issues
• Benefits: Dedicated support manager and custom SLA

View detailed pricing and support levels

Response Times by Priority

Critical/Urgent:

• System completely down
• Data loss or corruption
• Security vulnerabilities
• Payment processing failures

High:

• Major features not working
• Billing issues
• Critical bugs affecting operations

Normal:

• General questions
• Minor bugs
• Feature requests
• Configuration help

Low:

• How-to questions
• Suggestions
• General inquiries

Self-Service Resources

Knowledge Base:

• 100+ articles covering all features
• Step-by-step guides
• Best practices and tips
• Troubleshooting guides

Documentation:

• User guides
• API documentation
• Integration guides
• Video tutorials

Feedback & Suggestions

We value your input!

• Feature requests
• Bug reports
• Improvement ideas
• User experience feedback

Submit all feedback via support tickets

Tracking Your Ticket

After submitting a support ticket:

1. You'll receive a ticket number via email
2. Track status in your dashboard under Support
3. Receive email notifications for updates
4. Reply to the ticket to add more information
5. Get notified when your issue is resolved

Tips for Faster Resolution

✅ Be Specific: Clearly describe the issue and what you expected to happen ✅ Include Screenshots: Visual evidence helps us understand the problem ✅ List Steps: Provide step-by-step instructions to reproduce the issue ✅ Check Spam: Ensure our responses don't go to your spam folder ✅ Respond Promptly: Quick responses to our questions speed up resolution

Upgrade for Priority Support

Need faster response times? Upgrade to Advanced or Enterprise for Priority Support with response times as fast as 4-12 hours.

Your satisfaction matters! 🙏