Priority Support Service for Partners

Enjoy priority routing for faster assistance

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Trusted Lightspeed Partners now have access to priority support channels. Designed to get you faster, more efficient help when supporting our mutual merchants.


This includes:

  • Phone: Call is placed in a priority queue to be answered faster.
  • Email: Ticket’s priority field will be set to High and will be routed to a high-priority view.
  • Chat: Marked as priority and placed first in the conversation queue.
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Key benefits:


Whether you’re troubleshooting an urgent issue, need clarity on a Back Office configuration, or just want to skip the line—priority service gives you priority access to our expert teams.

  • Priority Routing: Faster response times across all channels
  • Senior-Level Support: More experienced agents (wherever possible), fewer handoffs
  • Streamlined Escalations: Cases get triaged with urgency and precision
  • Reduced Wait Times: Especially during peak periods

Available support channels:

Chat

  • Real-time support via the in-app chat widget, AI assistant, or partner dashboard
  • Ideal for quick questions or live walkthroughs
  • Best for: Fast configuration checks, feature clarifications, links to resources

Phone

  • Wherever possible, direct access to senior agents trained in complex restaurant and POS scenarios
  • Available during core business hours in your region
  • Best for: Urgent issues, payment problems, POS disruptions

Email

  • Submit detailed requests or documentation at your convenience
  • Handled with priority routing, so you’re moved to the front of the queue
  • Best for: Setup questions, Back Office clarifications, follow-ups

Tips for smooth support:

  • Use chat or phone for live, urgent issues (such as POS downtime or failed payments).
  • Use email for complex cases or ones requiring attachments (for example: logs or screenshots).
  • Check the Help Center first (many answers are just a search away)!
  • Always include relevant information (merchant ID, device, context) to speed things up.
  • Follow up in the same thread when referencing an open case to avoid delays.
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Need help?

Head over to the Lightspeed Hospitality Video Help Center.