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XERA SUPPORT

Please review this page if you are looking for support with XERA. Support includes questions for computer issues related to using the XERA document review platform, questions on how to use features or even to suggest a new feature. Our support technicians are trained directly by iCONECT and meet additional internal knowledge and service requirements that have been established by LuciData. Our support model includes three tiers of support which will work to provide answers and solutions for every problem.

Phone: 612-326-5497

Email: support@lucidatainc.com

Support Queue Hours: 8:00 AM CST – 5:00 PM CST

There is after hours support with technicians and engineers on-call 24/7 including holidays.

Please provide your case name/ID, user name and description of your problem when you contact LuciData support.

Frequently Asked Questions (FAQ)

How do I cancel hosting or cancel users?

You must notify LuciData, in writing to support@lucidatainc.com, at least five (5) days before the end of each month if you would like  to deactivate users or  does not wish to continuing hosting your Data with LuciData the following month.  Phone calls and/or voicemails will no be accepted as proper notification of cancellation.  If you fail to provide written notice of your decision to not continue with your active users or hosting your data, you will be responsible to LuciData for all hosting and user charges applicable to the following month.

What requirements does my computer need to have in order to use the site?

Web Browser: XERA is a fully functional, HTML5-compliant web application.  Any browser capable of rendering HTML5 can be used with XERA.  This list includes Microsoft’s Internet Explorer, Mozilla’s Firefox, Google’s Chrome, and Apple’s Safari.  XERA is also optimized for use with tablet devices and most functionality is available with devices such as the iPad.  

Internet Connection: Whenever you are using an application based on the Internet, your performance will be directly impacted by the connection speed you have to the Internet. For example, a 6 Mbps Cable connection will likely be faster than a 512 Kbps DSL connection. Your system administrator can answer your questions about your offices Internet connection speed. If you are accessing the depository from home, broadband connections are best. We do not recommend dial-up Internet access due to the speeds available (56Kbps or slower).

How does my connection speed to the Internet affect the performance of the site?

Whenever you are using an application based on the Internet, your performance will be directly impacted by the connection speed you have to the Internet. For example, a 6 Mbps Cable connection will likely be faster than a 512 Kbps DSL connection. Your system administrator can answer your questions about your offices Internet connection speed. If you are accessing the depository from home, broadband connections are best. We do not recommend dial-up Internet access due to the speeds available (56Kbps or slower).

I forgot my password. How do I recover it?

You have two options to recover a lost (forgotten) password:

Call technical support at 612-326-5497 (M-F 8:00 AM to 5:00 PM CST)

or

Send an e-mail to support@lucidatainc.com

How do I change my password?

You can change your password by logging into the XERA site, then in the upper-right corner, if you click on your name, you should be presented with an option to change your password.