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The Lerian Support Portal is the official support channel for Enterprise clients. Use it to get support, report issues, and manage your service requests. If something goes wrong, our team responds quickly.
If you use the community version of Midaz, see the Community support page. It explains how to ask questions, report bugs, and get help from the community.

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How it works

Use the portal to open tickets, track progress, submit service requests, and report incidents. The portal routes each request to the right team based on its type and context.

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Incident types

When you raise an incident, choose one of two categories:

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Non Transactional Incident

Use this option for issues with platform and operational products such as:
  • Accounts
  • CRM
  • Reporter
  • Lifecycle (Distr)
  • Flowker
  • Other non-transactional services

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Transactional Incident

Use this option for issues with financial and payment operations such as:
  • Transactions
  • Fees
  • Bank transfers
  • Payments
  • Pix
If you are unsure which category fits, check whether the issue involves money movement or payments. If yes, choose Transactional Incident. If not, choose Non Transactional Incident.

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Request form fields

Both incident types use the same form. When you register a request, provide complete and accurate information. This helps us resolve your issue faster.
The more context you provide, the fewer follow-up questions we need to resolve your issue.

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Priority levels and SLA

When you fill out the Current State Affected Service field, select the option that describes your service now. Each option maps to a priority level and an SLA:
For P1 or P2 incidents, provide as much detail as possible in the description field. This helps our team engage quickly.

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How to open an incident

To open an incident, follow these steps:
1
Go to the Lerian Support Portal.
2
Log in with your email and password.
3
Select Incidents.
4
Choose the incident type: Non Transactional Incident or Transactional Incident.
5
Fill in all required fields, especially the description and product selection.
6
Click Submit.

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Still need help?

Not sure where your issue fits, even after you check the incident types? Our team can help. Email us at suporte@lerian.studio. We route your message to the right team.