> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lerian.studio/llms.txt
> Use this file to discover all available pages before exploring further.

# Lerian Support Portal

> Open tickets, report incidents, and request services through the official Lerian Support Portal — for Enterprise clients with SLA-backed response times.

The [Lerian Support Portal](https://lerian.atlassian.net/servicedesk) 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.

<Note>
  If you use the community version of Midaz, see the [Community support](/en/midaz/community-support) page. It explains how to ask questions, report bugs, and get help from the community.
</Note>

### 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.

## Incident types

***

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

### 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

### Transactional Incident

Use this option for issues with **financial and payment operations** such as:

* Transactions
* Fees
* Bank transfers
* Payments
* Pix

<Tip>
  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**.
</Tip>

## 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.

| 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.                                                |

<Tip>
  The more context you provide, the fewer follow-up questions we need to resolve your issue.
</Tip>

## 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:

| 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 |

<Danger>
  For P1 or P2 incidents, provide as much detail as possible in the description field. This helps our team engage quickly.
</Danger>

## How to open an incident

***

To open an incident, follow these steps:

<Steps>
  <Step>
    Go to the [Lerian Support Portal](https://lerian.atlassian.net/servicedesk).
  </Step>

  <Step>
    Log in with your email and password.
  </Step>

  <Step>
    Select **Incidents**.
  </Step>

  <Step>
    Choose the incident type: **Non Transactional Incident** or **Transactional Incident**.
  </Step>

  <Step>
    Fill in all required fields, especially the description and product selection.
  </Step>

  <Step>
    Click **Submit**.
  </Step>
</Steps>

## 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.