Liongard Support
Support Overview
Support Hours
7:00 AM - 7:00 PM US Central Time Monday-Friday
We will respond to anything received outside of these hours at the next available business hours.
Support Portal
To get Liongard support, click the Chat button in the bottom right corner of your Liongard instance to access Leo, Liongard's AI Support Companion.
If you purchased Liongard via a third-party, please use the Support dropdown in your instance to contact Support.
If your Liongard instance is unavailable for any reason, this chat icon can also be found at https://www.liongard.com.
Note: To ensure delivery of our responses, please allowlist *.liongard.com in any email filters.
Liongard Status Page
In the event that there is a Liongard service outage, it will be communicated at https://status.liongard.com.
If this page shows your Liongard instance as Operational and you're still experiencing issues, please reach out to Liongard support using the methods detailed above.
Case Logging
- Chat Support
Support Policy
- Liongard service maintenance includes maintenance releases, enhancements, new versions, additions, and modifications to the Service that is provided to all other Partners under support.
- Liongard service maintenance is included in the licensee's subscription fees and shall be provided as long as the customer agreement is in force.
- During the term of the agreement, Liongard agrees to cover provided infrastructure and platform software.
- Third-party or custom programmed software is excluded from Liongard Support.
Bug fixes to bring the Liongard Service into substantial conformance with its then-current documented user guide.
- Updates will be installed by Liongard staff.
Response time in accordance with the table below
Resolution Process for issues of severity levels 1 and 2
- Support request opened
- Assign an engineer to determine and correct the error
- Periodic reports on the status of the correction
- Initiate work to correct the error
Scheduled outages are usually scheduled during off-peak office hours between 7 PM-10 PM CT and Partners are usually notified via email.
| Severity | Definition | Details |
|---|---|---|
| Severity 1 | Liongard Core Service substantially fails to perform. | Trouble ticket opened Assign an engineer to determine and correct the error Periodic reports on the status of the correction Initiate work to correct the error |
| Severity 2 | Substantial degradation in performance of the Liongard Service. | Trouble ticket opened Assign an engineer to determine and correct the error Periodic reports on the status of the correction Initiate work to correct the error |
| Severity 3 | Minimal to no impact on the availability or performance of the Liongard Service. | Commercially reasonable efforts to include in the next major release |
Updated 3 months ago