Support wiki
Helpdesk included.
Engineers on call.
Every Lucien ISM appliance includes Tier 1 helpdesk support and access to this wiki: the operator manual, downloads, and troubleshooting. Tier 2 adds a named engineer for integration and development work.
- Inline TLS inspection
- FPGA acceleration
- Operator manual rev 1.0
- Tier 1 included
Get help
How to reach support
Start with the wiki for documentation and self-service answers. For anything else, open a ticket. Tier 2 customers can contact their engineer directly.
Support wiki
The operator manual by section: architecture, console pages, policies, TLS interception, system, and a glossary.
Browse documentation → Still stuck?Helpdesk ticket
Open a ticket with your appliance details and what you were doing. You get a ticket ID and a private key to check status.
Open a ticket → Tier 2 onlyTier 2 escalation
Tier 2 customers work directly with a named engineer on integration and development: SIEM, IDS, identity, custom policies.
Not on Tier 2 yet? Contact sales →Documentation
Start with the pages operators use most
How Lucien fits in your network
Inline placement, intercept vs bypass, and why the CA certificate matters.
11TLS Interception
Certificate authority, intercepted domains, Score prompts and Block on violation.
05Policies and scoring
Keywords on the FPGA, Testing vs Active, and tuning the composite score.
10System and services
Service Control, IP configuration with 60 second auto revert, diagnostics, firewall.
FAQTroubleshooting
What to check first, common questions, and what to include in a ticket.
PDFDownloads
The operator manual, unlocked with your appliance serial number.
FAQ
Support questions, answered
Is Tier 1 helpdesk support included with the appliance?
Yes. Every purchase includes Tier 1 helpdesk support and administrator access to this wiki, at no separate fee.
What should I check before opening a ticket?
The Dashboard (events and latency non-zero), System › Service Control (scoring and intercept services running), Hardware Diagnostics (FPGA online), and TLS Interception (the domain is on the list and Score prompts is on). The troubleshooting page walks through each.
Where is the user manual?
On the Downloads page. Enter the serial number from your appliance label to unlock the PDF. The same content is browsable by section under Documentation.
How do I check on a ticket I opened?
Use Ticket status with the ticket ID and the access key shown when you submitted it. Replies also go to the email address on the ticket.
How is Tier 2 billed, and can I cancel?
Monthly, with no annual commitment and no minimum term. You can cancel at any time and re-add it later.