Support Request
Submit a support request for your Showroom Mirror using the form below. You'll need your Mirror Serial Number to get started. You can find it on the back of the device, on the label next to the SN marking.
12
Verify your Mirror
You can find the Mirror Serial Number on the back of the device, on the label next to the SN marking.
LT-320L-
Service Level Agreement (SLA)
Our support team is committed to resolving issues promptly. Two coverage levels exist:
- Standard coverage (weekdays) — included in the service: Monday to Friday, 9:00 AM – 6:00 PM, with the targets below.
- Extended coverage (7 days a week) — included in event packages; in retail it can be activated for a period (fairs, brand events) as an add-on.
Response times are counted within the coverage hours; the applicable values and conditions are those set out in your contract. Standard service levels:
| Metric | Target |
|---|---|
| Availability | Monday to Friday, 9:00 AM - 6:00 PM |
| First Response | Within 2 business hours from notification |
| Diagnosis | Within 4 business hours |
| Resolution (blocking issues) | Within 12 business hours |
| Resolution (non-blocking issues) | Within 24 business hours |
note
Resolution times for blocking issues exclude cases that require physical hardware repair or device replacement, which may take longer due to logistics.