Support Policy

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

Support Portal: Chat with Support.

Note: To ensure delivery of our responses, please whitelist *.liongard.com in any email filters.

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

  1. Support request opened
  2. Assign an engineer to determine and correct the error
  3. Periodic reports on the status of the correction
  4. 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

Defintion

Response Goal

Details

Severity 1

Liongard Core Service substantially fails to perform.

Four hours

Trouble ticket opened

Assign 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.

Eight hours

Trouble ticket opened

Assign 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.

Three days

Commercially reasonable efforts to include in next major release


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