Support
Who you reach, and how fast.
Support is provided by the engineers who build the product — during the hours of your plan, with response targets in writing, and a severity scale that means the same thing to both sides.
Channels and hours
Three ways in, no phone tree
support@openlpm.com — creates a ticket and reaches an engineer. The default channel on every plan, including free.
Security reports
security@openlpm.com — acknowledged within one business day, never handled in a public issue.
Fleet health
Every managed instance is polled on a schedule. If something fails, we usually know before you do — and will tell you.
| Plan | Support hours | Channels | Named contact |
|---|---|---|---|
| Self-hosted (community) | Best effort, community channels | Repository issues and community discussions | — |
| Self-hosted with support | Business hours, 08:00–18:00 on business days | Email, plus scheduled sessions | Shared engineering rota |
| Managed Practice / Firm | Business hours, 08:00–18:00 in your time zone | Email; extended hours available | Shared engineering rota |
| Managed Group | Extended hours by agreement, including weekends | Email; escalation by phone for S1 | Named engineer |
Severity and response
The same scale we publish in the service terms
Severity is about impact on your firm, not about how upsetting the bug is. If we disagree with your assessment, we will say so and explain — not quietly downgrade it.
| Severity | Definition | First response | Update cadence |
|---|---|---|---|
| S1 · Critical | The firm cannot work: sign-in unavailable, data inaccessible, or a security incident affecting firm data | 30 minutes | Every hour until resolved |
| S2 · High | A core workflow is broken with no practical workaround — billing, portal, documents, deadlines | 4 business hours | Daily |
| S3 · Normal | A feature is impaired but work continues — reports, reminders, display issues | 1 business day | As agreed |
| S4 · Request | Configuration, how-to questions and change requests | 2 business days | As agreed |
Outside business hours: S1 incidents are handled on a best-efforts basis unless extended support is purchased. We would rather state that plainly than imply a 24-hour rota we do not run. Availability targets, credits and maintenance windows are in the managed service terms.
Scope
What support covers — and what it does not
In scope
- Diagnosing and fixing defects in the software.
- Questions about how a feature works, answered by someone who built it.
- Guidance on configuration: procedures, permissions, time rules, trust rules.
- Migration assistance: mapping, batches, cutover reconciliation.
- Restores at the firm’s request, and restore drill records.
- Incident communication: what happened, what we did, what changes.
Out of scope (or separately scoped)
- Bespoke development. We will scope it as a fixed piece of work rather than absorb it into support.
- Your own infrastructure in a self-hosted deployment — we can advise, but the machine is yours.
- Third-party services you have connected — their outages and their billing are theirs.
- Legal, tax or accounting advice. We explain what the software enforces; the professional judgement is yours.
- Firm data entry and cleanup — handled as a migration project, not a ticket.
Get a faster answer
Six things that make a ticket solvable
- What you expected and what happened instead — in one sentence each.
- The matter or reference if it concerns one file (we do not need client names).
- Who is affected — one person, one team, or everyone in the firm.
- When it started, and whether anything changed just before.
- What you have tried, so we do not ask you to repeat it.
- The deadline you are under, if you are working to one. We will tell you honestly whether we can meet it.