At LightBurn, we value fast, reliable, and practical support for both our users and our business partners. Smooth support depends on all parties — License Key Resellers, Hardware Manufacturers, and LightBurn, fulfilling their roles. Below we outline our expectations for support, and the responsibilities of each party.
Responsibilities
To ensure the best experience for our shared users, and to avoid endlessly bouncing customers back and forth, all parties should coordinate support following the same guidelines.
When a customer reports a problem, the first step is to identify the issue, and redirect to the appropriate party.
Resellers — Sales & License Management
It is the responsibility of Resellers to handle all matters related to the sale and management of license keys they have sold.
Act as the first contact for customers who purchased their license key through them.
Maintain accurate sales records (name, email, purchase date), in order to help users recover lost keys.
Help with license registration, bundled licenses, and basic license management troubleshooting.
Advise customers on upgrades and additional services.
Forward advanced software-related technical issues to LightBurn only when necessary.
Hardware Manufacturers — Machine Operation & Troubleshooting
Hardware manufacturers are expected to be the first line of support for connecting to and operating their hardware with LightBurn.
Support customers on setup, maintenance, and operation of their hardware.
Ensure hardware stays compatible with supported LightBurn versions.
Provide hardware-specific diagnostics, repairs, or replacements.
Host current drivers, vendor bundles, and material libraries on their official site.
Work with LightBurn on issues involving both hardware and software.
Give LightBurn sufficient notice before releasing new machines so our team can test compatibility.
LightBurn — Software Usage & Troubleshooting
LightBurn handles all questions related to setting up and using our software, including design features and bug reports. These questions should be directed to Support@LightBurnSoftware.com.
Provide software support — installation, configuration, and troubleshooting.
Release updates to maintain compatibility with supported hardware and systems.
Publish documentation, guides, and tutorials for common issues.
Respond quickly: most requests are answered within 24 hours.
Coordinated Support
In cases involving both hardware and software, both LightBurn and the hardware manufacturer will stay engaged until the issue is resolved.