Get Support

PLEASE READ THIS PAGE BEFORE SUBMITTING A TICKET!

In order to streamline support requests and better serve you, we utilize a support ticketing system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required to submit a ticket.

*** ALL OF OUR PRODUCTS are managed through this support desk; Membership Questions, Software Issues, Broken Links or General Inquiries. Please use this desk for all issues you may have with any of our products  or services. They are all available in a drop down menu within the system. The purpose of this site is to eliminate email support and structure our support for a better user experience.


Standard Support Desk Hours

Our normal office days of support are Monday – Friday between the hours of 9:00 AM – 5:00 PM EST.

Please remember this when expecting a response from us and wait for us to get back to you. We answer all tickets in the order in which they came in.

We try to get to resolution for all support tickets within 24 hours; however, in times of heavy traffic such as during Product Launches we may need additional time to resolve your issue. Please be confident that your satisfaction is our primary goal and we will do our best to help as quickly as possible.


Before You Send a Support Ticket!

Many of the questions asked on our Support Desk have been asked before so we have created a FAQ Section with the most common answers to questions and we will continue to add to this section over time so it becomes even more useful.

Please help our team by checking with the FAQ section FIRST for an answer and then raising a ticket for our team to answer.


Our Support Policy

** POST ONE TICKET AT A TIME AND WAIT FOR AN ANSWER AND CLOSURE OF THE TICKET BEFORE POSTING AGAIN.

We do our best to answer support tickets within 24 hours but if you keep posting more tickets it makes it harder for us to respond to all users fairly. Doing so will inevitably delay an answer from us to your question or issue.

IMPORTANT: We will not tolerate abuse, swearing or threatening action on our Support Desk. If that happens, access will be banned and your Member Account for the product you have in question will be terminated without refund and without a secondary warning. Thank You for observing these courtesy rules. We are here to provide the highest level of service and support for all of our customers. Help us so we can help you!


Lakefront Research Support Portal