How Do I Make a Support Request?
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As our user base grows, it becomes more challenging to manage the support requests we receive from our users. In order to ensure that we fairly allocate time to address support requests from all our users, we have adopted a support management platform to help us manage your support requests better and more equitably.

Please note that it is company policy not to respond to support requests sent directly to individual personnel. Support requests will only be addressed if they are sent through the support management platform.

Unable to Log Into eTool

If you’re unable to log into eTool or if you’re not registered but require support, you can send an email directly to lcdsupport@cerclos.com. The support request should ideally be submitted by the user requiring support to ensure effective communication between the user with the support team and avoid miscommunication. Please refer to the rest of the post below for a guide on what kind of information you need to provide in your Support Request.

Already Logged Into eTool

If you are already logged into eTool and wish to submit a support request, please click on the icon link below to take you directly to the Support Request submission page.

Make A Support Request

For future support requests and to view the status or edit your existing requests, you can access our Support Site any time once you’ve logged into eTool by clicking on the ‘Help’ link in the top right corner of the page.

Once you’re in the Support Site, click on the ‘Request Support’ icon to create a new support request or manage your existing request(s).

Useful Information To Provide in Your Support Request

Below are a couple of important details that would be very helpful to include when submitting your support request:

  • URL Link to the Project, Structure, Design, Template or EPD etc that you require assistance with.
  • Screen grabs that illustrate the error or problem you’re experiencing.

If your support request was generated successfully, you will receive an email receipt with your support ticket number to notify you that your support request has been received.

 

 

 

 

General Support and Advanced Support
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General Support

The fastest way to reach us is from within eTool — click the ? icon and select Request Support. You can also submit a request at https://support.etool.app/.

Our team is online Monday to Friday, 9:00am–5:00pm UTC+10, excluding Australian public holidays. If you reach out outside these hours, we’ll get back to you from 9:00am the next business day.

How fast we respond

If something’s broken, we prioritise based on impact:

  • Critical — the platform is down or inaccessible, with no workaround. First response within 1 hour, resolved within 4 hours.
  • High — a key feature is broken but a workaround exists. First response within 4 hours, resolved within 1 business day.
  • Minor — limited impact, such as a UI bug. First response within 1 business day, resolved within 3 business days.

For everything else — software how-to questions, LCA questions, methodology guidance, account and billing queries, and feature requests — first response within 1 business day, resolved within 2 business days.

For more complex issues, we may offer a video call so we can work through it together in real time.

Advanced Support

Advanced Support is for project-specific questions that need specialist-level LCA experience and mentorship. Because this requires dedicated time from our specialists, sessions are booked in advance and prioritised above General Support. It’s available as an add-on to any paid subscription at an additional cost.

Please click on the link below if you’re interested to learn more about our Advanced Support.

Advanced Support

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How Do I Make a Support Request?