Working with Support Portal

Raise an Access Request for LimePoint Support Portal

To gain access to LimePoint's support portal (support.limepoint.com), you can either send an email to LimePoint through the account lead or manager, or you can have one of your co-workers, who already has access to the support portal, raise an access request on the support portal on your behalf. Access is granted only to users pursuant to your company's support and licensing agreements.

Raise an Access Request By Email

You can send an email to the account lead or manager with the following information and raise a request to be added as a member to the support portal.

• Full name of the person who requires access.
• Email address of the person who requires access.
• Contact number of the person raising this request.

Raise an Access Request Through a Co-Worker Who Already Has Access

You can request one of your co-workers, who already has access to LimePoint's support portal, to raise a request on the support portal on your behalf. Have your co-worker follow these simple steps:

1. In a new browser window or tab, access the LimePoint Support Portal
2. Log in with your email and password.
3. Click Request Access.
4. Provide the following information about the access request and click Create.

Field	Description
Summary	Summarise your access request.
Description	Describe your access request with full details of what and why it is required.
Full Name	Provide the full name of the person who requires access.
Email Address	Provide the email address of the person who requires access.
Requester Contact Number	Provide the contact number of the person raising this request.

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Raise a Change Request for New Features and Enhancements

To raise a change request, follow these steps:

1. In a new browser window or tab, access LimePoint support portal
2. Log in with your email and password.
3. Click Raise a Change Request.
4. Provide the following information about the change request and click Create.

Field	Description
Summary	Provide a summary of the change you are requesting.
Description	Provide a detailed description of the change you are requesting.
Attachment	Provide any supplementary information that can help us understand the change better. For example, screen mock-ups or sketches, presentations, desired output or configuration and so on.
Priority	Indicate the priority of the change request.
Target Date	Enter a tentative date by when you want the change to be implemented. This date is used by LimePoint for planning purposes and is non-binding.
Primary Contact Number	Provide the phone number of the primary contact person for this request.
Alternate Contact Number	Provide the phone number of an alternate contact person and/or of the third-party vendor.

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Raise an Incident Ticket to Report Bugs

To raise an incident ticket, follow these steps:

1. In a new browser window or tab, access LimePoint support portal
2. Log in with your email and password.
3. Click Raise an Incident.
4. Provide the following information about the incident and click Create.

Field	Description
Summary	Provide a summary of the issue.
Description	Provide a detailed description of the issue you are facing, including step-by-step instructions to reproduce the issue.
Attachment	Provide any supplementary information that can help in the investigation and resolution of the issue. For example, screenshots, correct result, configuration and so on.
Priority	Indicate the priority of the issue (see below about priority)
Linked Issues	If the current issue is linked with any other earlier issues etc. Available options: Blocks, is blocked by, Clones, is cloned by, Duplicates, is duplicated by, Causes, is caused by, relates to.
Issue	Is a drop-down, which displays logged tickets. The + mark at the right end corner of drop-down provides issue search engine.
Primary Contact Number	Provide the phone number of the primary contact person for this incident.

Priorities are classified as below:

Blocker - Blocks development and/or testing work, production could not run. Response within 1 business hour (Level 1). Critical - Crashes, loss of data, severe memory leak. Response within 4 business hours (Level 2). Major - Major loss of function. (Level 3) Minor - Minor loss of function, or other problem where easy workaround is present. Response within 8 business hours (Level 4). Trivial - Cosmetic problem like misspelt words or misaligned text. Response by next business day (Level 5).