Creating a Support Ticket
When you encounter issues with your RTLS system, follow these steps to create a support ticket:-
Log into the Support Portal
- Visit support.locuslabs.com
- Use your partner credentials to log in
-
Select Issue Category
- Hardware Issues
- Software Issues
- Network Issues
- Configuration Issues
- Performance Issues
-
Provide Essential Information
- System version
- Number of affected devices
- Error messages or logs
- Steps to reproduce the issue
- Screenshots or videos (if applicable)
Priority Levels
| Priority | Description | Response Time | Example Cases |
|---|---|---|---|
| P1 - Critical | System down, severe impact | < 2 hours | Complete system failure |
| P2 - High | Major feature unavailable | < 4 hours | Tag tracking not working |
| P3 - Medium | Limited impact | < 8 hours | Performance degradation |
| P4 - Low | Minor issues | < 24 hours | UI glitches |
Best Practices
Before Submitting
- Check the System Performance guide
- Verify Network Architecture
- Review LED Indicators
After Submission
- Monitor your email for updates
- Respond promptly to questions
- Update the ticket with any new information
- Mark as resolved when issue is fixed
Support Hours
- Standard Support: Monday-Friday, 9 AM - 5 PM (Local Time)
- Premium Support: 24/7 for P1/P2 issues
- Holiday Schedule: Available on support portal
For emergency support outside business hours, premium support customers can use the emergency hotline provided in their support package.
Escalation Process
If you’re not satisfied with the support response:- Request escalation within the ticket
- Contact your account manager
- Reach out to the partner support manager