Local Supply Chain (LSC) – Support Guide
1. Overview
The Local Supply Chain (LSC) platform is supported by a dedicated helpdesk team based in United London. Our aim is to provide timely, clear, and effective support to ensure smooth operation of the platform for all users.
2. Support Hours
Monday – Thursday 09:00 – 17:00 Friday 09:00 – 16:00
Weekends & Bank Holidays Closed
3. How to Contact Support
• Email: support@localsupplychain.co.uk
• Telephone: 0800 197 6958
• Online Ticketing System: Accessible via the ‘Help’ link at the bottom right-hand side of the platform (once logged in)
4. Helpdesk Access to Your System
To provide effective support, the helpdesk team can be set up as a user within your platform environment. This allows faster troubleshooting, direct visibility of issues, and quicker resolution. Access can be enabled or disabled at any time by contacting the helpdesk.
5. Out of Hours Support (Urgent Only)
For critical issues outside of support hours, email: daniel.botherway@firefly-online.net
6.
How
Support Requests Are Managed
• Logged and tracked centrally
• Categorised (technical, bug/fix, training, support)
• Assigned a priority level (1, 2, or 3)
• Managed through to resolution
7. Priority Levels & Service Targets
8. Priority Definitions
Level 1 – Core platform unavailable, severe impact, no workaround.
Level 2 – Non-critical issue impacting operations, workaround available.
Level 3 – Minor issues or enhancements, workaround available.
9. Resolution Approach
Some issues may depend on third-party providers. In such cases, updates will be provided regularly and escalations raised as required.
10. Escalation
If a request is not progressing, contact the helpdesk or escalate internally as required.
11. Best Practice for Raising Requests
• Clear description of issue
• Screenshots (if applicable)
• User and organisation details
• Steps to reproduce
• Business impact / urgency