Provider: DELISOFT - FZCO, Trade Licence No. 29073.
Channels
Submit support and order questions through the Support page. When signed in, you can identify your account and order in the request. Channel: LumaGrid Support page.
Included support
Support may cover account access, order and invoice questions, initial hosting setup, supported domain connection, service status, basic logs and incidents within the selected tariff.
Not included
Unless purchased separately, support does not include application development, content editing, data recovery outside the backup contract, third-party account administration, security audits, legal advice or unlimited debugging.
Priorities
Urgent security incidents and complete outages receive the highest priority, followed by degraded paid services, standard service issues and general questions. LumaGrid targets an initial response within four business hours for urgent incidents, one business day for degraded services and two business days for standard requests. These are response targets, not resolution guarantees.
Information needed
Include your order email, service ID, time, expected result, observed result, error text and safe reproduction steps. Never send passwords, private keys, online-banking credentials or one-time codes through support.
Your availability
LumaGrid may pause work while waiting for access, clarification, approval or a safe test window. Keep your contact details current for operational notices.
Emergency and abuse
Security incidents and harmful hosted content should use the abuse route. Emergencies involving immediate danger should be reported to competent emergency authorities as well as LumaGrid where relevant.
Changes
Support hours, included work and targets may differ by tariff. The accepted order controls where it provides a more specific commitment.