Support
You will be talking to a person
Support is part of your licence rather than a tier sold on top of it. When you get in touch you reach someone who knows how your system is configured, not a queue.
A support request
How one went
09:14
You write in. Jpegs will not upload into one library.
09:41
A named contact replies, having already looked at how your libraries are set up.
11:20
Fixed on a call, and the upload preset changed so it cannot recur.
IncludedSupport, upgrades and training are part of the licence
Illustrative example
Whenever you need help
LightRocket is built to be used without a manual. Most of what your team does day to day is a click or two, and the built-in help covers a good deal of the rest.
But there will be days when something is not behaving, and days when what you want is advice on how to set a workflow up rather than a fix. Our support policy covers both, and we would rather you asked early than worked around it for a month.
Your licence includes twelve months of support and online training to get your team started. After that, support and upgrades continue as a single package, so you are never choosing between paying for help and staying on an old version.
What your licence covers
- Twelve months of support and online training from the day you go live
- A named contact who knows how your system is set up
- A first response within one working day
- Standard upgrades and new features at no extra cost
- Advice on workflow and configuration, not only fault fixing
- Help migrating your existing archive, keywords and folders included
Frequently asked questions
A starting point rather than a complete list. If your question is not here, ask us — you will get an answer from someone who knows the system.
What kinds of file can I store?
Photographs, video, audio, PDFs, office documents and design files. The platform generates a preview for anything it can render, so your team can see what a file is without downloading it first.
If you work with a format we do not handle yet, tell us and we will add it. There is no practical limit on file size or on how many files a library holds.
How do I control who can download a file?
Every file carries an access level and every user carries a role. Publishing a file makes it findable; it does not make it downloadable.
Download rights are granted per role and per library, so a contributor, an internal team and an external partner can each see a different version of the same archive. Previews are watermarked and thumbnails are protected against right-click saving.
Can I see who downloaded what?
Yes. Every download is recorded against both the file and the user, and administrators can add a note recording how the file was then used.
That gives you a usage history for each file, which is useful for spotting duplicate use and necessary if you ever have to account for how an image was licensed.
Next step
We’d love to explain more…
Still got questions? Curious to see LightRocket in action? Want to know more about pricing?
We’re always happy to show off our system and, yes, we’ll even help out with discounts and pricing.