Got any other questions? Contact Support

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:

Email [e-mail] 

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: [phone]
• US: [phone]

Response times

Support Plan	Standard support	Premium Support
Hours	9am-5pm, Mon-Fri	24/7/365 for P0 and P1 incident 9am-5pm, 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)

• 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.