At The Lookout Way, we're committed to providing support to our customers in a responsive and helpful manner.
You may submit a support enquiry by emailing [email protected] or via our chat functionality within your Lookout Admin portal.
Our support team are available via chat during the core business hours of 9am - 5pm (AEST).
Whilst we endeavour to be as responsive as possible for chat enquiries, sometimes we're held up supporting another customer, so it might take us a little longer to get back to you. Generally, we are able to respond within an hour to your initial enquiry.
Upon receipt of your email enquiry, our team will endeavour to provide an initial response within 1 business day for general help requests.
If your enquiry concerns a platform issue or bug and requires input from our technical team, our team will endeavour to provide an initial response within 1 business day and a further response within 2 business days. This second response will provide an ETA on when the issue or bug is likely to be resolved by our technical team.
Should you have an urgent enquiry, you may contact your Lookout Customer Success Specialist directly to escalate the issue.
Our platform status is also available at all times here: https://status.thelookoutapp.com/
Platform Updates to meet Regulatory Requirements:
The Lookout Way maintains active monitoring of regulatory changes that may impact features of the Lookout software. Once changes are identified, we will communicate with customers any changes needed to meet the proposed changes.
The Lookout Way cannot guarantee the software will meet government-imposed deadlines as software vendors may not be provided detailed specifications in time; however, where possible, we will endeavour to deliver upgrades in a timely manner to minimise the impact on our customers operations.
You can see recent updates to the Lookout platform based on changing regulatory requirements here: