How Clinic Users Contact Us for Support

Regular Hours:  Monday to Friday 8:00 am - 5:00 pm (CST)

Limited Support After Hours:  Monday to Friday 5:00 pm - 10:00 pm &          Weekends 8:00 am - 10:00 pm (CST)

After Hours:  Incidents that significantly impact platform operations or compromise its functionality (i.e. login, scheduling, video) will be classified as 'High Severity' and addressed within 30 minutes.

Phone	1-856-369-4641 More info below: Option 1 - When Logged into Your Account
Email	[e-mail] More info below: Option 1 - When Logged into Your Account Option 2 - Not Logged into an Account Option 3 - Zendesk Help Centre
Chat with a live agent	(on lower-right of your screen) More info below: Option 1 - When Logged into Your Account Option 2 - Not Logged into an Account Option 3 - Zendesk Help Centre
Self-Guided Articles & User Guides	lumeca.zendesk.com More info below: Option 1 - When Logged into Your Account Option 2 - Not Logged into an Account Option 3 - Zendesk Help Centre

Option 1 - When Logged into Account

Step 1 - From the left dashboard, select 'Support' (found near the bottom of the green navigation bar or under the 'Clinic' tab)

Step 2 - Select one of the available options:

• Chat with support
• Call 1-856-369-4641
• Email support at [e-mail]
• Choose one of the featured 'How-to' articles
• Click 'More Help Topics' to be directed to our Zendesk Help Centre (which also includes access to support email, chat, articles & user guides)

Option 2 - Not Logged into Account

Step 1 - Click 'Help' on the 'Log In' screen (at https://lumecaapp.com/app/?screen=login).

Step 2 - You will be directed to our Zendesk Help Centre.  Skip to 'Option 3' .

Option 3 - Zendesk Help Centre

Through our help centre, you may receive support through:

• Chat - see steps below
• Email - see steps below
• Self-Guided Articles, User Guides or Videos.  Use the 'Search' feature to quickly see articles dealing with specific issues or questions.

  

Categories available include:

Clinic User Support

• • Getting Started
  • Instructional Guides & Videos
  • 'Meet Now' Meeting Process
  • Patient Consultation Process
  • Manage My Virtual Clinic
  • Video Features & Tips
  • FAQs

Patient User Support

• • Getting Started
  • Instructional Guides & Videos
  • Virtual (Video & Phone) Meetings
  • Virtual 'Appointments' (Consultations)
  • Managing My Account
  • FAQs

General & Technical Info

• • General
  • Guests Invited to Attend Virtual Appointments
  • Audio & Video Tips
  • Connection Tips

'CHAT' with one of our live agents

Step 1 - Click the 'Chat' button on the bottom-right corner of the screen.

Step 2 - Enter your name and click 'Next'.

Step 3 - Enter your email address and click 'Next'.

Step 4 - Select the type of device you are using (from the drop-down), then click 'Next'.

Step 5 - If not using the 'Lumeca Health' app, select the browser you are using (from the drop-down), then click 'Next'.

Step 6 - Enter a detailed description of the issue you are having, then click 'Next'.

Step 7 - Select the platform you are experiencing issues with (from the drop-down), then click 'Send'.

Step 8 - Wait for one of our live agents to connect with you through Chat.

If you wish to exit the 'Chat' click the down arrow

'EMAIL'one of our live agents

Step 1 - Click 'Submit a request' on the top-right corner of the screen.

Step 2 - Enter your email address, subject, and a description of your issue or question.  Note: it is helpful if you include which device you are using, whether you are using the 'Lumeca Health' app or the browser you are using.

Step 3 - Attach any pertinent screenshots.

Step 4 - Click 'Submit'.

Step 5 - Wait for one of our live agents to connect with you through email.