How Limio Support Works

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

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

For details on how to reach us via email, Slack, or phone, please refer to our Contact Support article.

Raising support requests via the Customer Inbox

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 [e-mail].

1. Navigate to the Customer Inbox 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.

1. 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. All requests across your members of your company will be visible in a list view

1. 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. Details the issue and your investigative steps taken thus far
2. Limio URL for the page affected
3. Live URL for the page affected
4. Limio URL for testing the offer and page (where applicable)
5. Expected result or reference to where the functionality is working as expected
6. 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 impact and 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.

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): A complete loss of Services with a severe impact, meeting the definition of “Unavailable”. In any 1-minute period, all or a wide scope of connection requests in Production failed to process and the issue requires immediate investigation and remediation due to the impact.
• Priority Level 1 (High): A high impact defect in the service that causes complete or near-complete loss of core functionality for a significant proportion of users, where no reasonable workaround exists and requires a timely resolution. Priority Level 1 excludes Service failures that qualify as Priority Level 0.
• Priority Level 2 (Normal): A defect with a low impact that creates operational slowness within the Service, or questions for Limio Support that requires a timely response. Priority level 2 excludes Service issues that qualify as Priority Level 0 or 1.
• Priority Level 3 (Low): Routine support requests such as tasks, data extracts, standard questions or smaller issues that don’t qualify as Priority Level 0, 1 or 2.