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We will respond to questions received outside of these hours at the next available business hours
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Liongard Service maintenance includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that is provided to all other Partners under support.
Bug fixes to bring the Liongard Service into substantial conformance with its then-current documented user guide. Updates will be installed by Liongard staff.
Resolution Process for issues of severity levels 1 and 2.
to determine and correct the error
on the status of the correction
to correct the error
Scheduled Outages are usually scheduled during off-peak office hours
between 7PM-10PM CST and Partners are usually notified via email.
|SEVERITY 1||Liongard Core Service substantially fails to perform||4 hours|
|SEVERITY 2||Substantial degradation in performance of the Liongard Service||8 hours|
|SEVERITY 3||Minimal to no impact on the availability or performance of the Liongard Service||3 days|
"(Support) took the time to thoroughly evaluate my issue and not just respond with a canned answer or a link to an irrelevant article. I appreciated (their) attention to my issue."- Joseph Garza at CoreRecon
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"(Support) knew just what I was getting at and and gave me the answer for the question I should have been asking instead. Great critical thinking and quick service!"- Kyle Ramirez at Intivix
"(Support) saved me about another 8 hours of trying to figure out JMES and made it look easy."- Eric Queck at Virtual IT Omaha
"Awesome customer service and knowledge of the product. Great attitude and teaching spirit. Simply amazing."- Ashley Weir, Sr. System Analyst at Uprite Services LLC