Working with Support

Working with Support

The LION Report Tool includes a comprehensive support system to help you resolve issues and get answers to your questions.

Creating Support Tickets

1. Log in to your account and navigate to the Support section
2. Click "Create New Ticket"
3. Select a category for your issue
4. Provide a clear subject and detailed description
5. Add any relevant attachments if needed
6. Submit your ticket

Pre-Sales Inquiries

Prospective customers can submit pre-sales inquiries without creating an account:

1. Visit the main website and navigate to Support
2. Select "Pre-Sales Inquiry"
3. Fill out the form with your contact information and questions
4. A representative will respond to your inquiry

Ticket Status and Updates

After submitting a ticket, you can:

• View your ticket history in the Support section
• Receive email notifications when your ticket is updated
• Add additional information or respond to questions
• View the current status of your ticket

Priority Levels

Support tickets are prioritized as follows:

• Critical: System-wide issues affecting multiple users or core functionality
• High: Issues blocking a key business process for a specific user or team
• Medium: Non-blocking issues that impact productivity
• Low: General questions, feature requests, or cosmetic issues

Response Time Expectations

Our support team strives to provide timely assistance:

• Critical issues: Response within 4 business hours
• High priority: Response within 8 business hours
• Medium priority: Response within 1 business day
• Low priority: Response within 2 business days

Best Practices for Support Tickets

1. Be specific about what you were doing when the issue occurred
2. Include any error messages you received
3. Note which browser and device you're using
4. Describe the expected behavior vs. what actually happened
5. If possible, include screenshots or screen recordings
6. Mention any troubleshooting steps you've already taken

Help Resources

Before creating a support ticket, you might find answers in these resources:

• Knowledge Base articles (this section)
• FAQ page
• Video tutorials
• Product documentation