Knowledge Base

  • Knowledge Base

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  • How do I contact LCS for support?

    how-to-contact-lcsUnlike most IT companies, LCS want to make it as easy as possible for our clients to raise their concerns with us. With this in mind, LCS now offer 3 simple contact methods for raising support queries.

    The recommended way to raise a support incident with LCS is using our Online Service Portal. Requests of any priority can be raised using the portal and with its simple, user friendly layout, clients can raise their own requests whenever they please for the LCS engineer to pick up and look in to.

    We also allow incidents to be raised via email. This is not out preferred method, but the option is there for when you are not able to access the portal. To raise a request via email, simply send over all the information about your problem to support@lcsgroup.com

    For high priority issues, LCS Service Desk Technician will accept calls on 01472 501234. Medium and Low priority calls cannot be accepted via the telephone.

    What are the types of priority?

    All Service Requests submitted to LCS are assigned a Priority.
    The Priority determines the maximum length of time before that request is assigned to an LCS Service Desk Technician for a response and troubleshooting.

    Priorities should be determined by how the request effects you or your co-workers, and the impact that has on the business.

    Priority image_High - 1 working hour

    Example of a Priority 1 call would be:
    ‘Our Sales Order program will not open on any machine’
    The above example is having a high impact on the business. Situations where issues adversely hinder the flow or halt business process or trading are high priorities. As a Priority 1 call, an LCS Service Request Technician would be assigned to the Request within 1 working hour.

    Priority image_Medium - 4 working hours

    An example of a Priority 2 call would be:
    ‘My printer isn’t printing out any of my documents, but it works for other users.’
    The above example is having a medium inconvenience on the user, but isn’t holding back business in the immediate. An alternate printer within the business could be used in the interim. As a Priority 2 call, an LCS Service Request Technician would be assigned to the Request and inform you of that fact via email/telephone within 4 working hours.

    Priority image_Low - 1 working day

    An example of a Priority 3 call would be:
    ‘An application on my PC is asking for me to update it, but I do not have administrative rights. The application is still working, I just have to click an Update Later button’.
    The above example is having a minor inconvenience on the user, but is easily circumvented in the meantime. As a Priority 3 call, an LCS Service Request Technician would be assigned to the Request and inform you of that fact via email/telephone within 8 business hours.

    What priority should I choose; Low, Medium or High?

    priority-confusedThe answer is simple: How does this problem affect me and my ability to work?
    Every problem effects roles within a business differently. The best person to answer the question is the person it affects – you. You determine the priority of the requests you make, based on how the issue is impacting your work.

    A printer being unavailable when it not needed is low impact, and would be a low Priority 1 problem. The same printer being unavailable when an urgent printed document is needed to be sent to a client today would classify as a Priority 2. A client waiting to sign a document there and then would classify the same problem as Priority 3 – High.

    As you can see from the example above, the priority of the call is determined by you, and how the incident effects your ability to function as part of the business. When raising the call via email or the Online Portal, select the priority you feel is appropriate to the incident. Remember, if you wish to raise a high priority (Priority 3) request, you can raise it via telephone.

    What is my LCS Asset Tag and where can i find it?

    The LCS Asset Tag is a LCS branded badge that is attached to each and every one piece of hardware we have sold to clients and provide support for.
    Every LCS Asset Tag contains a unique 7 character ‘asset number’ eg D701234, that we can use as a reference on our internal system to find out all we need to know about your hardware.

    Asset tag
    To find out the asset number of the hardware in question, simply check the device for a sticker that looks similar to the example above.

    Do LCS offer an Out Of Hours service?

    247-clockLCS clients that engage in a Managed Service Support contract have the opportunity to subscribe to an Out of Hours Support service.
    The Out of Hours Support service is an emergency high priority facility that should be used when IT issues prevent your business from trading. Examples of emergencies could include, but are not limited to:

    • A server that is used to perform a critical role is not responding
    • A business application required to perform vital function is working incorrectly
    • Email doesn’t appear to be flowing in to, or out of, the business
    • Users cannot log on to any of the business workstations
    • Virus infection

    Upon subscription to this service, your business will be provided with an Out of Hours PIN – you will need this 3 digit number when calling the Out of Hours Service line in order for your call to be routed to the Service Desk Technician. This PIN should be distributed within your organisation to staff members as you find appropriate.

    The Out of Hours Support service is available:
    07:00 – 08:30 and 17:00 – 23:00 Monday to Friday
    07:00 – 23:00 Saturday and Sunday

    Please note that the Out of Hours Service does NOT cover Bank Holidays as recognised in England.

    How do I contact LCS during non-working hours?

    247-clockUpon subscription to this service, your business will be provided with an Out of Hours PIN – you will need this 3 digit number when calling the Out of Hours Service line in order for your call to be routed to the Service Desk Technician. This PIN should be distributed within your organisation to staff members as you find appropriate.

    In the event of an issue, call the LCS head office 01472 501234 – enter your assigned Out of Hours PIN number when prompted. Provide your telephone contact details, your Asset Number of the device you are having the problem with, and a description of your issue to the Service Desk Technician. Should you be answered by voice-mail, please leave your name, business name and contact number and the Out of Hours Support Technician will call you back as soon as possible.

    If you’re an LCS client and would like to subscribe to the Out of Hours service, please contact the Account Management Team on 01472 501234 or email sales@lcsgroup.com for further details.

    How do I raise a new service request using the Online Service Portal?

    raise-using-portalTo access the Online Portal, navigate to www.lcsgroup.com/portal

    Enter your username and password as supplied in your registration email and click to login

    To create a new service request, click the ‘New Incident’ button.

    Your requester details will be automatically populated with the information you supply during the registration process.

    Use the drop down menu to select the Asset Tag of the affected Device. If the tag in question doesn’t appear in this list, make a note of it in the description section below.

    Choose your priority for the call, either Low, Medium or High. Check the knowledge base section of the LCS Website for descriptions and Examples of the priorities, and the response times they provide.

    Select an appropriate category for the system the Service Request relates to, then enter a brief subject giving an overview of the issue in the box provided.

    For the description, enter as detailed information as possible, stating the LCS Asset Tag number of the device in question if it didn’t appear in the drop down list previously. Include any special contact details that may apply in this instance in case we need to contact you for further details.

    You can attach screenshots or error logs to the request by clicking the Attach file button, and browsing to the desired document.

    Finish by clicking ‘Submit Request’

    How can I change my password used to log into the Online Service Portal?

    change-password
    It is essential that after logging in to the Online Service Portal for the first time, you change your password by clicking the ‘Personalise’ link, and use the Change Password tab to alter your password to something unique and memorable.

    We recommend that you update your password regularly to ensure a higher level of security. Passwords should contain at least an upper-case letter, lower-case letter, a number and a special character and we advise on a length of at least 7 characters.

    I have lost my password for the Online Service Portal. How can I reset my password?

    reset-password
    If you happen to forget the password used to log into the LCS Online Service Portal, there’s no need to worry, this can be reset.

    Simply fill in the Password Reset form that can be found on our Online Portal Password Reset page. This will send a notification to our Portal Registration team who will action your request and send you a new password via the email associated to the account shortly after.

    As standard, for security purposes, your password will contain at least one upper-case letter, lower-case letter, a number and a special character and will be a minimum of 7 characters in length.

  • Getting Support


    You can easily reach the LCS Online Support Portal any time by going to www.lcsgroup.com/portal. Add this link to your favourites.

    Support hours


    Working hours are 8.30am – 5.00pm, Monday to Friday excluding public holidays. Out of hours support is available, please speak to your Account Manager about this service.