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LanternOps.io LanternOps Help Center

Getting Support

We’re here to help you succeed with LanternOps. Here’s how to get the support you need.

Contact Information

Section titled “Contact Information”

Email Support

Section titled “Email Support”

Primary: [email protected]

This goes directly to our founding team. We personally handle all support requests during our growth phase.

What to expect:

  • Response within 24 hours (usually within 4 hours during business hours)
  • Direct access to people who built the platform
  • Technical expertise and product knowledge
  • Genuine interest in solving your problem

Business Hours:

  • Monday-Friday, 9 AM - 6 PM EST
  • Emergency support available outside hours for critical issues

Emergency Support

Section titled “Emergency Support”

For critical production issues only:

  • Email: [email protected] with subject “URGENT:”
  • We monitor 24/7 for urgent requests
  • Critical = platform down, data loss, security issue

Not emergencies:

  • Questions about features (use normal support)
  • Integration not syncing (troubleshoot first, then contact us)
  • Feature requests (see below)

What to Include in Support Requests

Section titled “What to Include in Support Requests”

Help us help you faster by including these details:

For Technical Issues

Section titled “For Technical Issues”

Required Information:

  1. Your MSP Organization Name

    • Helps us locate your account quickly

  2. Detailed Description

    • What were you trying to do?
    • What did you expect to happen?
    • What actually happened?

  3. Steps to Reproduce

    • Step-by-step instructions
    • Example: “1. Go to Integrations, 2. Click NinjaOne, 3. Click Sync Now, 4. Error appears”

  4. Screenshots (if applicable)

    • Error messages
    • Unexpected behavior
    • Console/network errors (if you can capture them)

  5. What You’ve Already Tried

    • Saves time if we know what hasn’t worked
    • Shows us you’ve done basic troubleshooting

Example Good Request:

Subject: NinjaOne Integration - 401 Authentication Error


Hi,


MSP Name: TechSecure Solutions


Issue: NinjaOne integration failing to sync with authentication error.


Expected: Integration should sync every 15 minutes automatically


Actual: Getting "401 Unauthorized" error. Last successful sync was
3 hours ago.


Steps to Reproduce:
1. Navigate to Integrations → NinjaOne
2. Click "Sync Now"
3. Error appears: "401 Unauthorized - Invalid API credentials"


What I've Tried:
- Verified API key is correct in NinjaOne portal
- Clicked "Test Connection" - same error
- Disconnected and reconnected integration - still fails
- Checked NinjaOne API documentation - credentials look right


Screenshot: [attached showing error message]


Thanks!
John

This gives us everything we need to help quickly.

For Feature Requests

Section titled “For Feature Requests”

Include:

  1. What problem are you trying to solve?

    • Help us understand the “why”

  2. How would this feature help?

    • Specific use case
    • Business impact

  3. How important is this to you?

    • Nice to have vs. critical for your business

  4. Any workarounds you’re using now?

    • Helps us understand urgency

Example Good Feature Request:

Subject: Feature Request - Custom Compliance Frameworks


Hi,


Problem: We have several customers with custom compliance requirements
that don't fit into the 6 standard frameworks (e.g., state-specific
regulations, industry standards like PCI-ROC).


Proposed Solution: Allow MSPs to create custom compliance frameworks
by defining our own controls and mapping them to our services.


Impact: High - we have 5 customers asking for this, representing
$15K/month in MRR.


Current Workaround: We're tracking custom frameworks in spreadsheets
outside of LanternOps, which defeats the automation purpose.


Priority: High for us - this would close several sales opportunities.


Thanks!
Sarah

For Billing Questions

Section titled “For Billing Questions”

Include:

  1. Your MSP organization name
  2. Billing question or issue
  3. Invoice number (if applicable)

Email: [email protected] with subject starting “BILLING:“

Response Time Expectations

Section titled “Response Time Expectations”

We set realistic expectations and consistently meet them.

Initial Response

Section titled “Initial Response”

Standard Support:

  • Target: Within 24 hours
  • Reality: Usually within 4 hours during business hours
  • Overnight/Weekend: Response by next business day morning

Urgent Issues:

  • Target: Within 4 hours
  • Reality: Usually within 1-2 hours
  • Overnight/Weekend: We monitor 24/7 for emergencies

Resolution Time

Section titled “Resolution Time”

Depends on issue complexity:

Simple Issues (< 30 minutes to fix)

  • Integration reconnection
  • Password resets
  • Dashboard refresh issues
  • Resolution: Same day

Medium Issues (few hours to fix)

  • Integration mapping problems
  • Service catalog configuration
  • Compliance calculation errors
  • Resolution: 1-2 business days

Complex Issues (investigation required)

  • Integration bugs
  • Platform performance issues
  • Data migration problems
  • Resolution: 3-5 business days, with daily updates

We’ll always:

  • Give you an honest timeline upfront
  • Update you if anything changes
  • Explain what we’re doing to fix it

Self-Service Resources

Section titled “Self-Service Resources”

Before contacting support, try these resources:

Documentation

Section titled “Documentation”

Start Here:

Feature Guides:

Deep Dives:

  • Compliance Frameworks - Framework details
  • Service Catalog Guide (coming soon)
  • Customer Portal Guide (coming soon)

Common Issues Page

Section titled “Common Issues Page”

90% of support questions are answered on our Common Issues page:

  • Integration not syncing
  • Missing evidence for controls
  • Revenue opportunities not appearing
  • Customer dashboard not updating
  • Service catalog mapping issues

Check there first - you’ll get instant answers.

Video Tutorials

Section titled “Video Tutorials”

Coming soon:

  • Platform overview tour
  • Integration setup walkthroughs
  • Generating your first audit package
  • Using revenue discovery
  • Customer QBR presentations

Community Resources

Section titled “Community Resources”

MSP Community (Coming Soon)

Section titled “MSP Community (Coming Soon)”

We’re building a community for LanternOps MSPs to:

  • Share best practices
  • Get peer support
  • Request features collectively
  • Network with other security-focused MSPs

Launching Q1 2025

  • Community Slack workspace
  • Monthly roundtables
  • User group meetings
  • Beta program for new features

Interested? Email [email protected] with subject “COMMUNITY” and we’ll add you to the launch list.

Partner Ecosystem (Roadmap)

Section titled “Partner Ecosystem (Roadmap)”

We’re exploring:

  • Integration with MSP coaching programs
  • Partnerships with compliance consultants
  • Co-marketing with integration partners
  • Referral programs

Feature Requests

Section titled “Feature Requests”

We love hearing what you need!

How to Request Features

Section titled “How to Request Features”

Email: [email protected] with subject “FEATURE REQUEST:”

Include:

  1. What problem you’re solving
  2. How you’d like it to work
  3. Business impact if we build it
  4. How critical it is for you

Feature Request Process

Section titled “Feature Request Process”

What happens next:

  1. Acknowledgment (within 24 hours)

    • We confirm we received it
    • Ask clarifying questions if needed

  2. Evaluation (within 1 week)

    • Review feasibility
    • Assess impact
    • Check against roadmap
    • Determine timeline

  3. Response (within 2 weeks)

    • Tell you our decision
    • If yes: estimated timeline
    • If no: explain why + possible alternatives
    • If maybe: what we need to learn first

  4. Updates (ongoing)

    • We keep you posted on progress
    • Invite you to beta test if applicable
    • Notify you when feature launches

Current Feature Roadmap

Section titled “Current Feature Roadmap”

Q4 2024:

  • Custom compliance frameworks
  • Advanced revenue opportunity filtering
  • Improved audit package exports
  • Mobile customer portal

Q1 2025:

  • API for custom integrations
  • White-label customer portals
  • Multi-MSP collaboration features
  • Enhanced reporting & analytics

Backlog (no timeline yet):

  • AI-powered QBR report generation
  • Predictive compliance risk scoring
  • Automated remediation workflows
  • Customer success health scoring

Your feedback influences our roadmap! The more MSPs request something, the higher it moves on our priority list.

Beta Program

Section titled “Beta Program”

Want early access to new features?

Join our beta program:

  • Email [email protected] with subject “BETA PROGRAM”
  • Tell us which features interest you
  • We’ll invite you when relevant betas launch

Beta program benefits:

  • Test features before general release
  • Direct influence on final implementation
  • One-on-one support during beta
  • Recognition as early adopter

Beta program expectations:

  • Provide feedback on usability
  • Report bugs you encounter
  • Understand features may change
  • Accept that betas can have rough edges

Training & Onboarding

Section titled “Training & Onboarding”

Live Onboarding Call

Section titled “Live Onboarding Call”

Every new customer gets:

  • 60-minute live onboarding session
  • Screen sharing + walkthrough
  • Q&A with founder
  • Custom recommendations for your use case

Schedule yours:

Ongoing Training

Section titled “Ongoing Training”

Available on request:

  • Team training sessions
  • Deep dives on specific features
  • QBR presentation coaching
  • Sales enablement for your team

Just ask! We want you to succeed.

Feedback & Suggestions

Section titled “Feedback & Suggestions”

We genuinely want to hear from you.

Types of feedback we love:

  • Feature ideas
  • Workflow improvements
  • UI/UX suggestions
  • Documentation gaps
  • Integration requests
  • Pricing feedback

How to share:

  • Email: [email protected]
  • Subject: “FEEDBACK: [topic]”
  • Be as detailed or brief as you want

We respond to every feedback email and genuinely consider every suggestion.

Service Level Agreement (SLA)

Section titled “Service Level Agreement (SLA)”

For enterprise customers, we offer formal SLA commitments:

Standard SLA (included for all customers):

  • 99.5% uptime
  • 24-hour initial response
  • 5-day resolution for medium issues

Premium SLA (available on request):

  • 99.9% uptime
  • 4-hour initial response (24/7)
  • Dedicated support contact
  • Priority feature requests
  • Quarterly business reviews

Contact us to discuss premium SLA: [email protected]

Privacy & Security

Section titled “Privacy & Security”

Your data is safe:

  • SOC 2 Type II certified (in progress)
  • All data encrypted at rest and in transit
  • Multi-tenant isolation (data never mixes)
  • Regular security audits
  • GDPR compliant

Questions about security?

  • Email: [email protected]
  • We can provide detailed security documentation
  • Available for customer security reviews

We’re Here to Help

Section titled “We’re Here to Help”

Remember: We built LanternOps to make your life easier. If something isn’t working the way you expect, or you’re struggling with any aspect of the platform, please reach out.

We’re not a faceless support team. You’re talking to the people who built this, who care deeply about your success, and who want to make LanternOps better every day.

Email us: [email protected]

We’re looking forward to hearing from you!

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