Lerian Support Portal
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.
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 |
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 quick overview of the issue. |
| Description | A detailed explanation of what happened, the expected behavior, and any relevant technical context. This is the most important field in the form. |
| 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. |
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
Tip
If you're unsure which category your issue fits into, start with a general ticket and our team will help route it appropriately.
Updated about 11 hours ago