Lightyear Support Service Level Agreement's (SLA's)

Lightyear Support Service Level Agreement's (SLA's)

Lightyear prides ourselves in Our world class product and teams. To maintain our stellar service standards, We have Service Level Agreement's (SLA's) in place to support Our customers in a timely manner through different channels. Depending on Your plan and Support package, You can get support via the channel that suits You best from the below:
  1. Email support@lightyearap.com
  2. Live Chat
  3. Phone Support
Our support teams are based in Australia and the UK and operate Monday - Friday bringing You support around the clock through the week. 

Live Chat and Phone support are available during these hours of operation:
  1. AU hours from 06:00 - 17:30 AEST / +61 2 9134 8585  
  2. UK hours from 08:00 - 18:30 GMT / +44 2896 002357
Mapping and Email support SLA's are as follows based on the type of requests:
  1. Map Requests - within 1 business day (24 hours from time of request)
  2. Support request -
    1. 1hour initial first response time within Business working hours.  UK/AU Public holidays are not included as Business working days/hours.

Weekends
We do not open during weekend hours. Any maps, missed chats or email enquiries left over the weekend will be addressed on the following working business day.

Public Holidays
Our best in class service extends to public holidays to ensure Your service remains uninterrupted. However, We will have limited operations in place on UK and Australia public holidays which means different SLA's on these particular days. Please note, whilst We remain open the rest of the year, We are closed on Christmas and New Years Day. 

Depending on the nature of Your query, We strive to respond and deal with your queries as quickly as possible. 


      

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