Service Levels & Complaints

Our service commitment

We are committed to offering a high quality service, with fair and reasonable terms and conditions, and friendly and efficient customer service levels.

We welcome constructive feedback or suggestions which you think may help improve our products and services to at any time.

For service and support queries, sent to, our systems will respond automatically to confirm your issue or request has been logged and assigned a reference number.

You will receive an automated response to your request within a few minutes by e-mail.  You will then receive a response from one of our staff within one business day.

We aim to progress all service and support queries as quickly as possible, and in most cases conclude them within 3 business days.  For more complex queries, this may take longer, but we will ensure that you are kept updated with regular progress reports throughout.




If you have a concern or complaint about any of our services, then in the first instance please contact our helpdesk by email at

Contacting us by e-mail at this address will ensure that your issue is received into our system and assigned a unique reference number.  This will help ensure that your issue is logged correctly and can be tracked through to resolution accurately.

You will receive an automated response to your complaint within a few minutes by e-mail.  You will then receive a response from one of our staff within one business day.

We are committed to fully investigating all complaints and progressing them as quickly as possible.  We aim to concluded all complaints satisfactorily within 3-5 business days, but if your case is complex, we may take longer to reach a conclusion.

Escalation procedure


In the unlikely event that we are unable to resolve your issue to your satisfaction by this method, then please ask for your complaint to be escalated to a Director for further investigation.  Our shareholders are full time directors of the business and take an active interest in ensuring all our customers receive the highest standards of service.

Our consultants have over 20 years experience in the IT Industry. They are technical & knowledgeable with a broad understanding of IT. They understand how IT affects your business, will listen to your needs, and will tailor solutions for your unique business.

Your IT in a safe pair of hands.


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Lucid Networks Ltd is Registered in England No 07420251.  Registered Office: Greenheys Building, Manchester Science Park, Pencroft Way, Manchester M15 6JJ
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