Lightyear provides multiple ways to get help directly within the application, ensuring you can find answers and resolve issues quickly. This guide explains the in-app support features available to you and how to access them.
Getting support
To start your support journey:
Log in to Lightyear.
Locate the messenger icon in the bottom right corner.
Click to launch the messenger.
Then send a message.
The Access Digital Assistant will try and answer your question and, if needed, it can pass you over to one of the engineers to continue the support journey.
Your support options
All customers receive
Every customer has access to:
24/7 Digital Assistant (in-app).
In-App Chat.
Help Centre guides (in-app).
Access Digital Assistant
The Access Digital Assistant is an AI-powered chat feature that provides instant support and answers to your questions about Lightyear. Available 24/7, it acts as your virtual assistant, helping with common queries and offering quick solutions without waiting for human support.
Key benefits
Instant responses: Get immediate answers to your questions.
24/7 availability: Access help whenever you need it.
Natural language support: Type your questions in plain English.
Comprehensive coverage: Find help across all Lightyear features and topics.
When to use Access Digital Assistant
Use the Access Digital Assistant when you need help understanding features, troubleshooting issues, or general guidance about using Lightyear.
Note: The Access Digital Assistant is different from Access CoPilot. The Access Digital Assistant provides support and guidance, whilst Access CoPilot is a data retrieval and task automation tool that directly interacts with your Lightyear system to help you find specific information, generate reports, and perform actions within your data.
In-App Chat
In-app chat connects you directly with the Lightyear support team for assistance with more complex queries.
Availability
AU hours from 06:00 - 17:30 AEST / +61 2 9134 8585.
UK hours from 08:00 - 18:30 GMT / +44 2896 002357.
For more information see Lightyear Support Service Level Agreement's (SLA's).
When to use In-App Chat
Use in-app chat when you need personalised assistance from the support team for issues that require human expertise or detailed troubleshooting.
Help Centre
The Help Centre provides comprehensive step-by-step guides, tutorials, and documentation covering all Lightyear features and processes.
Key benefits
Access instant answers to streamline your operations.
Find guides ranging from quick setup tutorials to advanced integration documentation.
Available 24/7, empowering you to maximise Lightyear's capabilities independently.
Access the Help Centre
To access the Help Centre from within Lightyear:
Launch the messenger from the bottom right corner.
Click Help.
Need more help?
If you have questions or need assistance with accessing in-app support features, contact your Customer Success Manager or Account Manager.