# How Limio Support Works ## How can I raise support requests? We support multiple channels for reaching our support team: * **Customer Inbox (Recommended):** Raise and track requests directly via our service desk. We'll cover this in more detail below. * **Email** * **Slack** * **Phone:** Available for P0/P1 critical issues only. For details on how to reach us via email, Slack, or phone, please refer to our [Contact Support](/support/support-processes/got-any-other-questions-contact-support.md) article. ### **Raising support requests via the Customer Inbox** {% hint style="info" %} Pre-requisite: Your company's email domain must be registered within Limio's service desk ahead of time. To set this up, please reach out via email at **.** {% endhint %} 1. **Navigate to the** [**Customer Inbox**](https://limio.support.site/) and **log in using your company email address**. First-time users will be automatically recognised via their email domain — no additional setup required. 1. *Note that if your company's email domain has not been registered, access will be blocked. If this is the case, please refer to the prerequisites before continuing.* 2. **Create a new request** by clicking the **New Request** button, found either in the top right corner of the page or in the left-hand navigation menu.
3. **Fill out the support request form** and click **Create Support Request** at the bottom of the page to submit.
**Providing detailed information about your issue helps us route your request** to the right Limio team member and reach a resolution as quickly as possible. Limio Support will triage your request by attempting to reproduce the issue, so the more context you can provide, the better. If the issue is occasional or intermittent, timestamps of when and how frequently it occurred are essential. ## How can I see my open requests? 1. Navigate to the [Customer Inbox](https://limio.support.site/). All requests across your members of your company will be visible in a list view
2. **Click on a request** to open a detailed view, where you can see the full request history and respond to any queries from the Limio Support team.
## 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. Once the release is confirmed, the Limio support team will reach out regarding the project release. Details of the fix will also be included in the [release notes](https://docs.limio.com/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:** Requests for functionality that doesn't currently exist in Limio. These can be raised through support but will be reviewed and handled by the roadmap team as part of a quarterly review cycle. * **Third-party product issues:** Issues within third-party products should be raised directly with the relevant provider. Note that standard integrations such as Zuora, Salesforce, and Zephr are covered by Limio Support, as we maintain these off-the-shelf integrations. * **Professional services requests:** Bespoke work that falls outside the Limio roadmap, such as custom components or custom scripts. These can be raised through support but will be scoped and handled as billable work. ## 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.limio.com/support/support-processes/how-limio-support-works.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.