> ## Documentation Index
> Fetch the complete documentation index at: https://doc.lucidworks.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Technical Support

[localhost link]: http://localhost:3000/docs/policies/technical-support

[mintlify link]: https://doc.lucidworks.com/docs/policies/technical-support

[old doc.lw link]: https://doc.lucidworks.com/policies/193

When you need personalized, expert assistance, the Lucidworks technical support team is available 24/7.

Before you open a support case, see the instructions below to learn how to gather data that the technical support team can use to evaluate your issue and provide a solution.

Once you have obtained the relevant data from Fusion, [Submit a request](https://support.lucidworks.com/hc/en-us/requests/new).

<Card title="Support Portal Overview" class="note-image" href="https://academy.lucidworks.com/support-portal-overview" cta="Take this course on the LucidAcademy." icon="graduation-cap" iconType="duotone">
  The course for **Support Portal Overview** focuses on how to navigate the support portal, open a support ticket, identify the severity of your issue, and escalate issues as needed.
</Card>

## Finding log files in the filesystem

Log files are located in the `https://FUSION_HOST:FUSION_PORT/var/log` directory. Generally, the log files below are the most useful in diagnosing an issue:

* API logs

  `https://FUSION_HOST:FUSION_PORT/var/log/api/api.log` and `https://FUSION_HOST:FUSION_PORT/var/log/api/gc_<timestamp>.log.0.current`
* Connectors logs

  `https://FUSION_HOST:FUSION_PORT/var/log/connectors-classic/connectors-classic.log` and `https://FUSION_HOST:FUSION_PORT/var/log/connectors-rpc/connectors-rpc.log`

If it is apparent that additional components are involved, collect their logs and associated `gc` logs from the `https://FUSION_HOST:FUSION_PORT/var/log` directory.

## Opening a support case

Lucidworks provides technical support to customers 24 hours a day, 7 days a week, with unlimited incidents. Once you have obtained the relevant data from Fusion as described above, you can open a support case.

<Note>For detailed information about submitting a support case, see [Lucidworks Customer Center Training](https://support.lucidworks.com/hc/en-us/articles/360049594894-Lucidworks-Customer-Center-Training).</Note>

To open a support case, complete the following:

1. Access the [Lucidworks Submit a request page](https://support.lucidworks.com/hc/en-us/requests/new).

   You can also select **Contact Support** from any page on the Lucidworks support site.
2. Enter information in the following fields:

   * **Your email address**
   * **Subject**
   * **Description**
3. In the **Severity** field, select the appropriate severity value for your issue according to the guidelines below.

   | Severity | Time     | Definition                                                                                                                 | Example                                        |
   | -------- | -------- | -------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------- |
   | S1       | 1 Hour   | Severe commercial impact on Customer 's business which either makes the system inoperable or prevents content discovery.   | Production search is down.                     |
   | S2       | 12 Hours | Significant commercial impact on Customer 's business which makes one or more critical areas of functionality inoperable.  | Search performance has slowed down to a crawl. |
   | S3       | 24 Hours | Moderate commercial impact on Customer 's business which makes one or more non-critical areas of functionality inoperable. | Slight increase in query time.                 |
   | S4       | 48 Hours | No commercial impact on Customer 's business.                                                                              | How to implement a certain search feature.     |
4. Select values in the following fields:

   * **Product Line**
   * **Fusion Version** (optional)
   * **Solr Version** (optional)
5. In the **Environment** field, select one of the following:

   * **Dev/Sandbox/POC**
   * **Performance**
   * **Production**
   * **QA/UAT**
   * **Staging**
6. In the **Attachments** field, drag files or click to add [log files](#finding-log-files-in-the-filesystem).

   <Tip>   You can attach only one file. Upload all of your files as one `.tar` or `.zip` archive.</Tip>
7. When you have attached all pertinent data, click **Submit**.

You will receive an email message containing your case number. A Lucidworks support engineer will contact you within the time period corresponding to your issue’s severity level.