The Lerian Support Portal is the official support channel for Enterprise clients. Use it to request assistance, report issues, and manage service-related interactions with our team.

We’re committed to delivering reliable products, and when something goes wrong, we’ll be there with fast, effective support.

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Note
If you're using the community version of Midaz, please refer to the Community support page for more information about asking questions, reporting bugs, or getting help from the community.

How it works

The portal offers a single, streamlined experience. It’s where you can open tickets, track progress, submit service requests, and report incidents; all in one place.

Each request is routed to the right team based on its context and priority.

Request types and priorities

To help us respond quickly and accurately, please select the correct request type and assign the appropriate priority when filling out the form.

Priority	Description	SLA (Response Time)
P1 – Critical	Complete service outage. No viable workaround.	Response within 15 minutes.
P2 – High	Degraded service, but still partially functional.	Response within 30 minutes.
P3 – Medium	Limited-impact issue. No critical operation affected.	Analyzed during regular prioritization.
P4 – Low	Questions, suggestions, or visual tweaks.	Analyzed during regular prioritization

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Important
For P1 or P2 incidents, please include a War Room link (if available) so our team can engage in real time.

Request form fields

When registering a request, make sure to provide complete and accurate information. This helps us act faster and more effectively.

Field	What to include
Summary	A short, clear description of the issue or request.
Description	A detailed explanation of what happened, the expected behavior, and any relevant technical context. This is the most important field in the form.
Product	Select the Lerian product related to your request from a dropdown list. This helps us get your ticket to the right team.
Attachment	Logs, screenshots, payloads (excluding sensitive data), request IDs
War Room Link	If you're running an incident bridge or chat, share the link so we can join.
Priority	Use the priority table above to guide your choice.

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Tip
The more context you provide upfront, the fewer back-and-forths will be needed to resolve your issue.

How to open a request

Follow these steps to submit a ticket through the Support Portal:

Go to the Lerian Support Portal.
Log in with your email and password.
Choose the appropriate request type (Need help? Check “Request types and priorities” above).
Fill in all required fields, especially the description.
Click Submit

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Tip
If you're unsure which category your issue fits into, start with a general ticket and our team will help route it appropriately.

Still need help?

If you’ve checked the available request types and you're not sure where your issue fits, or if you need extra guidance, our team is here for you.

You can reach us directly at [email protected] and we’ll make sure your message gets to the right place.