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Support Overview

Introduction

LogicMonitor is committed to offering the best service for our customers which includes not only continuous platform updates but also world-class support.

This article highlights the primary components of LogicMonitor’s customer support program, including support packages, communication channels, and issue severity levels. For more details support features and other aspects of the support program that are not covered here, see the LogicMonitor Technical Support Overview PDF.

Support Packages

LogicMonitor offers three support packages to meet your organization’s unique needs. The following table overviews the features of each package.

Support Package Overview

Communication Channels

LogicMonitor supports several channels for communication between customers and support engineers.

Chat

The primary and preferred communication channel customers use to contact LogicMonitor Support is via the “Chat with an Engineer” option located within each customer account. LogicMonitor recognizes online chat to be the most effective channel for troubleshooting customer issues because it allows LogicMonitor Technical Support Engineers (TSEs) to work real time with our customers and to share artifacts that make the troubleshooting process more efficient. Artifacts such as screenshots, log files, code snippets, and so on, can all be uploaded and shared within the chat interface; resulting in a faster resolution.

Requests for Support via chat are handled on a first come, first served basis, however wait times are typically less than 5 minutes. See Accessing Support Resources.

Support Ticket

Support tickets can be created from within customer accounts or at the LogicMonitor Support Portal. In the event of a Service Disruption, in which customers cannot access their account, Support Tickets can still be submitted via the Support Portal. Urgent Priority tickets are managed at the highest priority over any other communication channel (chat, phone, other ticket priorities), and should be reserved for items that are severely impacting customers’ accounts.

To help us resolve requests in a timely manner, customers should provide as much details as possible about their request, including specific examples of target areas to investigate or attaching any relevant screenshots and log files. See Accessing Support Resources.

Phone/Screen Share (Outbound)

LogicMonitor Support uses phone calls and screen shares to work with our customers on requests that are sometimes best handled outside of text format or need a more guided approach. As our primary communication channel is Chat, phone calls inbound to our Support team are limited to our Premier Support customers only. Customers not on a Premier Support package may request an outbound screenshare or phone call with a Support Engineer once they have reached out to coordinate via one of our other communication channels (Chat or Support Ticket).

Phone (Inbound)

As Chat is the preferred and primary communication channel used  by customers of LogicMonitor, Inbound phone support has been limited to customers on Premier Support or LM Concierge packages only. Premier Support customers will receive regional, local phone numbers to contact LogicMonitor Support, which can be used by authorized –named contacts identified during the Account Familiarity process.

E-Mail

LogicMonitor has phased out e-mail support in favor of Chat and Support Tickets. However, email is used to notify you of updates to support tickets, and you can reply to these emails to add to Support Ticket threads.

Status Page

LogicMonitor maintains an external Systems Status Page to keep customers informed of service disruptions. It is highly recommended that our customers subscribe to our status page so that they are notified as soon as possible when LogicMonitor is experiencing technical difficulties. Initial updates are posted as soon as issues are identified and updates will be provided throughout the Service Disruption until resolution.

Issue Severity Levels

LogicMonitor’s target response times (and escalation procedures) are based on an issue’s severity level. As highlighted in the following table, issues are assigned one of four severity levels.

Severity levels (and their associated response times and escalation procedures) do not apply to feature or UX requests, LogicModule creation requests, misconfiguration errors, bugs not impacting performance/functionality, product training, or Professional Services engagements.

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