How Limio support works

What we'll cover in this article:
How can I raise support requests?	What isn’t covered by Support?
How can I see my open requests?	Response times
How do my requests get resolved?	Priority level definitions

Limio support is here to help with your incidents and issues.

If you are raising a question or feature request, please use our Feature Request board or speak to your Customer Success Manager if you're unsure.

Our Feature Request Board encourages collaboration by asking users to vote on existing requests before creating new ones. This ensures popular ideas get noticed and avoids duplicates, making our product better align with user desires. Join us in shaping the future of Limio!

How can I raise support requests?

You can create requests via:

• (Recommended) Our helpdesk: https://limio.zendesk.com/hc/en-gb/requests/new

• Email: [e-mail]
• Phone: UK & Europe: [phone] and US: [phone]

By providing all the information required for the type of issues you are facing you ensure the expedition and resolution, by enabling us to route to the relevant Limio team member. Log in for easy tracking of all open requests for your organisation.

Limio Support will triage the issue by reproducing the issue, therefore, the more details you provide, the better! If it's an occasional or intermittent issue, timestamps of when/how frequently an issue happened are essential.

How can I see my open requests?

All requests raised will receive an automated email confirmation and updates as the ticket progresses. You can see all requests within the Limio helpdesk, just sign in and go to Requests. You'll see:

• Requests raised by you
• Requests you have been cc-ed on
• Requests from your wider organisation

You can search, filter and customise the columns of the table. We recommend adding Priority and Release to the columns.

How do my requests get resolved?

Limio support will aim to resolve requests as fast as possible. If necessary, a developer will assist with technical support, for this to be considered we require the following:

1.  Limio URL for the page affected
2.  Live URL for the page affected
3.  Limio URL for testing the offer and page
4. Expected result or somewhere the functionality is working as expected
5. Actual result with screenshots and video if available

If we cannot solve the issue or more than configuration is required, the work will be raised with the Limio roadmap team and prioritised according to the Priority level. 

Once a fix has been built, it will be included in a Release. You can see the planned Release for the fix on the Request panel. Details of the fix will be included in the release notes.

What isn’t covered by Support?

Limio Support is here to help you use our products and support our standard integrations.

There are a few things that aren't typically included in Support:

• Feature requests: New functionality that doesn't currently exist in your current Limio environment
• Issues in third-party products: Downstream issues within third-party products should be raised with the relevant system. Standard integrations such as Zuora, Salesforce and Zephr, are covered by standard Limio support as we maintain off-the-shelf integrations.
• Professional services requests: Bespoke work that isn't on the Limio roadmap, such as requests for custom components, data exports, or custom scripts.

Limio support can point you in the right direction for technical documentation to help you self-serve. If you’d still like Limio staff to perform any of the above, please reach out to your Customer Success Manager who can explore your options.

Response times

Sandbox: 2 working days 

Production: see table below

Support Plan	Standard	Premium
Hours	Monday - Friday 09:00 - 17:00 (GMT/BST or EDT/EST)	24/7/365 for P0 and P1 09:00 - 17:00 (GMT/BST or EDT/EST)
Priority 0 Urgent	8 Hours business days	15 minutes seven days a week
Priority 1 High	12 Hours business days	2 hours seven days a week
Priority 2 Normal	One (1) business day	4 business hours during business days
Priority 3 Low	Two (2) business days	1 business day during business days

Priority level definitions

• Priority Level 0 (Urgent): Customer experiences complete loss of Service, meeting the definition of “Unavailable”. “Unavailable” and “Unavailability” mean that, in any 1-minute period, all connection requests received by Customer’s Production Tenant(s) failed to process (each a “Failed Connection”).

• Priority Level 1 (High): Customer experiences a severe defect or configuration issue with the Service that materially impacts Customer’s business in a negative way (excluding Service failures that qualify as Priority Level 0).

• Priority Level 2 (Normal): Customer experiences transactional and operational slowness in the Service (excluding Service issues that qualify as Priority Level 0 or 1).

• Priority Level 3 (Low):  Routine Service support requests relating to issues that don’t qualify as Priority Level 0, 1 or 2.