Submit a ticket via our service desk:
Go to https://limio.zendesk.com/hc/en-gb/requests/new
The best way to get day-to-day support is to submit a ticket via the service desk. It allows us to track progress and ensure there is a single location for communication, making sure nothing is ever overlooked.
Email:
Please note that tickets sent via emails will not have a priority assigned to them and might not be prioritised accordingly.
Telephone support:
We’re available for technical emergencies 24x7x365 by phone. If you are experiencing an Urgent (P0) or High (P1) response time outside business hours, please use our telephone support. Call us at:
- UK & Europe: +44 20 3871 8387
- US: +1 415 799 2249
Response times
Support Plan |
Standard support |
Premium Support |
Hours |
9am-5pm GMT/BST or EDT/EST, Mon-Fri |
24/7/365 for P0 and P1 incident 9am-5pm GMT/BST or EDT/EST, Mon-Fri for others |
Priority 0 Response time Urgent |
8 Hours (during Business Days) |
Fifteen (15) minutes (seven days a week) |
Priority 1 Response time High |
12 Hours (during Business Days) |
2 hours (seven days a week) |
Priority 2 Response time Normal |
One (1) Business Day |
4 business hours (during Business Days) |
Priority 3 Response time Low |
Two (2) Business Days |
1 business day (during Business Days) |
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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”).
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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).
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Priority Level 2 (Normal): Customer experiences transactional and operational slowness in the Service (excluding Service issues that qualify as Priority Level 0 or 1).
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Priority Level 3 (Low): Routine Service support requests relating to issues that don’t qualify as Priority Level 0, 1 or 2.
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