Lightspeed Support

[vyperz]

Has anyone else experienced shockingly bad support from Lightspeed recently ? i logged a ticket 3 days ago - high priority and all I've had was a reply yesterday saying they guy was busy and would be able to get to it today - its now 15h30 and I've yet to hear from him. Absolutely unacceptable.

[jnfarmer]

Yep, sounds about right...

[mcolbourn]

I have also found this to be true, it seems like tickets are being handled by US support so you don't get a reply till after we finish for the day which means it can take a few days of going back and forward.

[vyperz]

yeah, I've experienced that in the past - but this time I have had no replies at all apart from one (UK-based guy)

[tech2013]

Same here, their support is the worse I have seen, and they don't have a real way to check if the software is working properly and communicating with their servers like smoothwall has. I don't think the company has enough resources to deal with all the issues they have and you mainly get ignored.

[PGridley]

Or you end up getting an "it's a feature of the software" when it's not alerting us to dodgy searches, more than a bit frustrating at times.

We're looking at Senso now because of this.

[jnfarmer]

Or you end up getting an "it's a feature of the software" when it's not alerting us to dodgy searches, more than a bit frustrating at times.

We're looking at Senso now because of this.

 

Hi Pete **waves gormlessly**

[tech2013]

Same here, how funny, we do audits monthly now and Alert and Filter stops working magically at some points for no reason in some devices, always the answer is remove and reinstall, we just noticed that Alert doesn't work properly with Azure AD join devices either, they know it. Also Alert does not work for staff users, only students, which some schools want this. The amount of work we have to do, checks and remove and reinstall is just taking a toll on us. It is too much. Edited February 6, 2025 by tech2013

[AndyT2017]

Same here, the support is terrible. We opened a ticket in September 2023 with a fault in Lightspeed filter, they confirmed it was an issue, never fixed it and they just closed the call in November 2024. This issue is still outstanding for us but we've given up any hope on it getting fixed.

[vyperz]

Or you end up getting an "it's a feature of the software" when it's not alerting us to dodgy searches, more than a bit frustrating at times.

We're looking at Senso now because of this.

 

I tried Senso and didn't get on with it. I'll be looking at other options now though

[vyperz]

Has anyone used or seen ContentKeeper from Ativion?

[PGridley]

The reporting side seems ok, but misses things lightspeed picks up on. very odd. The classroom part is ok but has issues with any power saving settings, when we're all laptop based it's going to be tricky

[matte53]

Has anyone used or seen ContentKeeper from Ativion?

 

I had a look at BETT and thought it looked reasonable, certainly a big step up from the old Impero cloud offering. However it’s not likely to be ready for release until May time so you’d imagine it’ll be another 6 months at least until any bugs and issues are properly ironed out.

 

We’re currently looking into all our filtering & monitoring options but there doesn’t seem to be one standout platform & reading the numerous threads here there’s some real tales of woe from people for just about all options which makes the decision even more difficult!

[tom_newton]

All systems have their issues - but you would hope for some better support than that. If you have a specific problem with filtering or monitoring, let me know and I will give you a straight answer on wether we can do better!

[Adam_Exa]

Hi All,

 

I am sorry to read about the lack of support you are receiving from your current supplier. If you are evaluating your options for additional services, please feel free to get in touch with me, I am happy to discuss the products and services we have to offer at Exa that could be a better fit. 

 

Kind regards 

 

Adam Bogue 

Business Development Manager

Exa Networks 

 

E- [email protected]

T - 01274026424

M - 07445317049

W - www.exa-networks.co.uk  

 

 

Edited March 21, 2025 by Adam_Exa