> ## 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 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](/en/midaz/community-support) page for more information about asking questions, reporting bugs, or getting help from the community.
</Note>

### 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

<Tip>
  If you're unsure which category your issue fits into, consider whether it involves money movement or payment processing. If yes, choose **Transactional Incident**. Otherwise, choose **Non Transactional Incident**.
</Tip>

## 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.                                                |

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

## 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 |

<Danger>
  For P1 or P2 incidents, make sure to provide as much detail as possible in the description field so our team can engage quickly.
</Danger>

## How to open an incident

***

Follow these steps to submit an incident through the Support Portal:

<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 appropriate 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?

***

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.