Before creating a Support ticket, be sure to visit our learning resources available at Learn.Lytics. There you will find product documentation, use case examples, frequently asked questions plus an extensive section on developing with Lytics, including our API resources.
Support Engineers aim to respond to your request immediately and always within the first response time detailed in the contracted Support SLA. Response times vary based on the level of service and severity of the issue reported.
|Critical (Sev 1)||A Critical Severity issue has a critical business impact; Lytics is down or functioning at a significantly reduced capacity.|
|Medium (Sev 2)||A Medium Severity issue has some business impact on a production system, resulting in some functionality loss on Customer’s production system. Lytics is usable, but does not provide a function in the most convenient or expeditious manner.|
|Low (Sev 3)||A Low Severity issue is any issue pertaining to a non‐production instance and, for production instances, any issue that does not fall into either a Critical or Medium Severity Level above including general usage questions, issues related to a non‐ production environment, or feature requests. There is no impact on the quality, performance or functionality on Customer’s production system.|
Providing detailed issue information in the initial request will allow our Support Engineers to work with you in the most efficient way possible.
- Subject: Ensure the subject has some connection to the issue reported, try to avoid vague titles such as “help needed” etc.
- Description: Adding as much information here is critical to your issue being resolved in a timely manner. Please include links to the area of the application you are reporting on, steps to reproduce the issue, error message information and screenshots.
- Priority: Here you can let Support know the level of importance of the reported issue, during the triage process a Support Engineer will evaluate the issue and apply the appropriate severity level.
- Attachments: Here you can add your screenshots and other pertinent files, up to 20MB in size.
In addition to our Support Portal you can reach out to Support via email firstname.lastname@example.org or phone at 503-479-5880 extension 2.