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 type and context.Incident types
When raising an incident, you’ll first need to choose between two categories based on the nature of your issue:
Non Transactional Incident
Use this option for issues related to platform and operational products such as:- Accounts
- CRM
- Reporter
- Lifecycle (Distr)
- Flowker
- Other non-transactional services
Transactional Incident
Use this option for issues related to financial and payment operations such as:- Transactions
- Fees
- Bank transfers
- Payments
- Pix
Request form fields
Both incident types share the same form structure. When registering a request, make sure to provide complete and accurate information. This helps us act faster and more effectively.
| Field | Description |
|---|---|
| Summary | A short, clear description of the issue or request. |
| What are the details of your request? | A detailed explanation of what happened, the expected behavior, and any relevant technical context. This is the most important field in the form. |
| Products | Select the specific product related to your issue. The available options depend on the incident type you chose (Transactional or Non Transactional). |
| Environment | Select the environment where the issue occurred (e.g., production, staging). |
| Business Function Impact | Select how the issue impacts your business operations. |
| Current State Affected Service | Select the severity level based on the current state of the affected service. See the priority table below for guidance. |
| Current Workaround | Select whether a workaround is currently available. |
| Data Integrity Security | Select if there are any data integrity or security concerns related to the issue. |
| Expects to be Resolved | Select your expected resolution timeframe. |
| Users Affected | Select the scope of users impacted by this issue. |
| Attachment | Attach logs, screenshots, payloads (excluding sensitive data), or request IDs to help us investigate. |
Priority levels and SLA
When filling out the Current State Affected Service field, select the option that best describes the current state of your service. Each option corresponds to a priority level and SLA:
| Current State Affected Service | Priority | SLA (Response Time) |
|---|---|---|
| Complete outage – service is unreachable | P1 – Critical | Response within 15 minutes |
| Severe degradation – service is very slow or partially broken | P2 – High | Response within 30 minutes |
| Minor degradation – some features are impaired | P3 – Medium | Analyzed during regular prioritization |
| Cosmetic issue or minor inconvenience | P4 – Low | Analyzed during regular prioritization |
For P1 or P2 incidents, make sure to provide as much detail as possible in the description field so our team can engage quickly.
How to open an incident
Follow these steps to submit an incident through the Support Portal:
Go to the Lerian Support Portal.
Still need help?
If you’ve checked the available incident 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 suporte@lerian.studio and we’ll make sure your message gets to the right place.