LunaSoft Platform Support

LunaSoft™ is here for you. Submit a ticket to reach one of our software specialists.  All of our licensed subscription based customers receive unlimited web based and video support through your customer control panel. For sales inquiries contact sales@lunasoft.com.

Support Level Basic Advanced Premier Enterprise
Knowledge Base Extended access to our knowledgebase.
Community Forum
Video Library
Tickets/Helpdesk
Guaranteed Response Time Turn around time for support tickets and phone support if part of the plan. Business hours only except for Enterprise support customers. 48 hrs 24 hrs 4 hrs 1 hr
Live Chat Live chat support is available during business hours and when representatives are available.
Phone Support Call us up and we'll help you get around the platform. Sometimes you just need a little direction. During business hours. 2 calls per month.  
Staff Training(s) These are scheduled, one-on-one trainings over desktop screen share or at Luna's facilities/stores. This indicates the number of included trainings provided by a Luna Support technician throughout the year for you and/or your staff. (up to 30 min per training normally $250 fee)    1 2 Ongoing
Hands On Support Hands on support allows one of our support technicians to login to your website administrator interface and provide real time support to configure your LunaSoft SaaS software setup. Quantities indicate minutes of hands-on support per month. For example 30 indicates a support technician will login to your back-end interface and configure, import, export, setup, or build out pages for you. Each session is measured in 5 minute increments rounded to the next 5 minutes. In other words - a 4 minute session would be 5 minutes. A 12 minute session would be 15 minutes.     30 Custom
Onsite Services Should you need a support technician to come to your facility to train your staff or configure your software setup - an appointment can be scheduled to do so.     *Available *Available
API Support API access is included. API support is additional and requires an Enterprise support plan.    
API Access Acess to the LunaSoft API. API calls may be limited based on CPU/Calls required per day/hour and your module installation setup.    
Engineer Consulting In addition to regular software support - we will offer access to one of our lead engineers to provide consulting on solutions and options for your organization.      
Dedicated Phone Line We will provide access to a cell phone of one of our support technicians for enhanced communication.      
24/7 Emergency Support Emergency support is offered for critical enterprise support when after hours/weekend support/availability may be needed.  This also allows the ability to escalate support tickets to critical status for faster review      
Dedicated Account Manager We will assign a support specialist directly to your organization so you maintain one point of contact and a seamless flow of communication and support.      
Fee Free $350/yr **$199/mo Call for Pricing


Support is defined as basic LunaSoft platform training, assistance and configuration help with the platform. Services outside of these are charged at our normal hourly rate unless included in your Dedicated support plan.

Web maintenance, development and graphic design services are provided through our partner - LunaStudios. You can learn more about their services and dedicated support plans here.

*Onsite services based on location and capacity.
**Requires annual contract.