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LHM.gg Support Policy

LHM.gg is a comprehensive esports production platform that supports multiple games, including Counter-Strike 2, League of Legends, Dota 2, Valorant, Rocket League, PUBG Mobile, Apex Legends, and F1. It offers features such as Ultra and Premium HUDs, automated observing tools like Scout AI, tournament management, and camera integration.

To ensure efficient and accurate support, we require users to provide detailed information when reporting issues.

Support Channels

  • Discord server: primary for providing videos, documentation, etc
  • For simpler inquiries, support chat available in the application and on the LHM.gg website

Support Process

  1. Initial Contact: Users should reach out through the designated support channels with a clear description of their issue.
  2. Information Required: To expedite issue resolution, users must provide the following:
    • A video recording demonstrating the problem encountered.
    • The specific game in use.
    • The specific LHM features affected (e.g., tournament registration, matchmaking, Scout AI, LHM cameras, etc).
    • A detailed, step-by-step description of the actions leading up to the issue.
    • Any error messages received.
    • Username on the platform and the email address of the account.
  3. Issue Review: The support team will review the provided information and video recording.
  4. Resolution/Escalation: The team will attempt to resolve the issue. If further investigation is needed, the issue may be escalated to the development team.
  5. Feedback: Users will be updated on the status of their issue and provided with a resolution or workaround.

Support Request Requirements
When submitting a support request, please include the following:

1. 📹 Video Recording
Record a clear video demonstrating the issue. The video should:

  • Show the problem occurring in real-time.
  • Include any error messages or unexpected behaviors.
  • Highlight relevant HUD elements, overlays, or camera feeds.

You can use tools like OBS Studio, NVIDIA ShadowPlay, or AMD ReLive for recording.

2. 🎮 Game and LHM Details
Provide specific information about:

  • Game Title: e.g., Valorant, League of Legends, CS2.
  • LHM Version: e.g., LHM 5.0.
  • HUD Type: e.g., Valorant Premium HUD, League of Legends Ultra HUD.
  • Plan Level: Personal, Professional, or Enterprise.
  • Add-ons Used: e.g., Scout AI, Camera Mixer.

3. 🧭 Step-by-Step Description
Detail the steps leading up to the issue:

  • Actions taken before the problem occurred.
  • Settings configured within LHM.
  • Any recent changes or updates made.

4. 🖥️ System Information
Include details about your setup:

  • Operating System: e.g., Windows 10, macOS 12.
  • Hardware Specs: CPU, GPU, RAM.
  • Streaming Software: e.g., OBS, vMix.
  • Network Configuration: e.g., wired or wireless, bandwidth.

Response Times

The support team aims to respond to all inquiries within 24-72 hours, only during the work week. Complex issues may require additional time for resolution.

Support Hours

  • Monday - Friday: 9:00 AM - 5:00 PM (CET)
  • Weekends and Holidays: Limited Support

Video Recording Guidelines

  • The video must clearly show the steps leading to the problem.
  • Include any error messages or unexpected behavior.
  • Ensure the video is of reasonable quality and easily viewable.

Supported Games and Features

LHM.gg primarily supports Counter-Strike 2, League of Legends, Dota 2, Valorant, Rocket League, PUBG Mobile, and Apex Legends. Support is provided for all core LHM platform features.

Support Limitations

Support is limited to issues directly related to the LHM.gg platform. Game-specific issues should be addressed through the game developer's support channels.

Policy Updates

This policy is subject to change. Users will be notified of significant updates via the LHM.gg website or the LHM Guide website, or communication channels.