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Documentation

Find everything from setup instructions to FAQs and troubleshooting guides on our best-in-class docs site.

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Support Hours

8:00 AM - 5:00 PM US Central Time Monday-Friday

We will respond to questions received outside of these hours at the next available business hours

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Live Chat

Get your questions answered, fast with our new chat feature on both the docs site and Liongard app.

Liongard Service Maintenance

Liongard Service maintenance includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that is provided to all other Partners under support.

  • Liongard Service maintenance is included in the Licensee’s subscription fees and shall be provided as long as the customer Agreement is in force.
  • During the term of the Agreement, Liongard agrees to cover provided infrastructure and platform software.
  • Third-party or custom programmed software is excluded.

Bug Fixes

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

Resolution Process for issues of severity levels 1 and 2.

1

Support Ticket Opened

2

Assign Engineer

to determine and correct the error

3

Periodic Reports

on the status of the correction

4

Initiate Work

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.

Response Time

SeverityDefinitionResponse GoalDetails
SEVERITY 1Liongard Core Service substantially fails to perform4 hours
  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
SEVERITY 2Substantial degradation in performance of the Liongard Service8 hours
  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error
SEVERITY 3Minimal to no impact on the availability or performance of the Liongard Service 3 days
  • Commercially reasonable efforts to include in next major release

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