Liminal Support Service Levels

Created by Deepak Nayak, Modified on Mon, 6 May at 4:52 PM by Deepak Nayak

Customer Support Services

Service Levels for Customer Support Services outlines the service level expectations for Liminal Customer support. It defines our commitment to providing timely and professional support to our clients.

Support Hours

We provide support through two teams:

Customer Support (Level 1): 16x7 coverage for 4 regions
Technical Support (Level 2): 9x7 coverage for the same 4 regions

Teams	Availability	UTC	IST	SGT	GST
Customer Support (Level 1)	16*7	12:30 am to 4:30 pm	06:00 am to 10:00 pm	08:30 am to 12:30 am	06:30 am to 10:30 pm
Technical Support (Level 2)	9*7	3:30 am to 12:30 pm	09:00 am to 06:00 pm	11:30 am to 08:30 pm	09:30 am to 06:30 pm

Response Time:

The issues are handled based on the priority with the following First and Next Response Times:

Priority	First response time	Next response time
Urgent (P1)	15 min	1 business day
High (P2)	15 min	1 business day
Medium (P3)	15 min	2 business days
Low (P4)	15 min	3 business days

Scope of L1 and L2 Teams:

Team	Description
Customer Support (Level 1)	The Customer Support (L1) Support Team is the initial point of contact for customers seeking assistance. They are responsible for addressing general queries and providing basic troubleshooting guidance to resolve common issues. L1 support is equipped to handle inquiries that do not require further investigation or technical intervention in the backend systems.
Technical Support (Level 2)	The Technical (L2) Support Team is responsible for handling technical queries and complex issues that require in-depth investigation or technical actions in the backend systems. Technical support specialists possess advanced technical expertise and are equipped to diagnose and resolve intricate technical issues efficiently.

Issue Prioritization:

Issue priority is determined by the impact & severity the issue has on the business. For example:

System down, transaction failures, unable to log into the systems are treated with Urgent Priority, etc.:
Some users or specific use cases are not working, this is treated as a Medium Priority
The following table illustrates how the specific cases are treated with what priority

Issue Type	Examples of issue types	Priority
Consolidations	Insufficient balance/gas, threshold amount	Urgent (P1)
Account Onboarding	Onboarding related issues	Urgent (P1)
KYB (Account Verification)	Account verification-related issues	Urgent (P1)
Transaction	Received/send, failed, unprocessed	Urgent (P1)
API Query	API related queries	High (P2)
Liminal Vault's Issue	Balance, history, Login, Reports, Whitelisting	High (P2)
Hardware signing device Issue	Not able to sign, Device not connected	High (P2)
Change Owner / User / Role	User Role change request	Medium (P3)
Wallet related queries	Hot Wallet, Cold wallet	Medium (P3)
New feature request	New Feature Request	Low (P4)
New Protocol Request		Low (P4)
New Token Request		Low (P4)
Others		P1-P4 depending on query

Support Channels:

You can use the following support channels to request support with the customer support team:

Email: You can write to support@lmnl.app for any issues you face using the product

Customer Support Portal: You can submit and track your support tickets at: https://support.liminalcustody.com/

Use your Liminal ID to login to the customer portal
The customer support portal is also the place where we keep publishing lots of self-help articles and other support-related information. We encourage you to visit the customer support portal and start reading these articles and information

Chat support on Vaults: Chatbot is available on the Vaults platform (https://vaults.lmnl.app) which provides faster self-help by directing you to the right documents for self-help. Currently, it supports self-custody issues only. We are actively training the bot to handle custody support inquiries in the future
Slack / WhatsApp / Telegram Support: For premium accounts only

While we strive to meet or exceed the response (or resolution times) outlined in this SLA, we continuously monitor our performance and bring in the necessary improvements to enhance the support experience for our customers.

Exclusions:

This SLA does not apply to issues caused by:

Client-side network or hardware issues

Third-party service outages beyond our control

Scheduled maintenance windows

Events classified as force majeure (e.g., natural disasters, power outages)
Delays due to regulatory or legal compliances that require including to but not limited to Additional data collection or verification, Implementation of new security protocols, Internal process adjustments, External approvals or licensing, Clarification on specific regulations

Changes to the SLA:

Liminal reserves the right to update this SLA at any time. We will provide reasonable notice to our clients before implementing any significant changes.

Custody Transaction Processing

Scope of Custody Transaction Processing

Custody Transaction Processing

The Custody Team will oversee transaction processing initiated by the clients.
Transaction processing includes security verification and compliance verification based on our Firewall policies. If necessary the transaction may require further approval from the security or compliance team.
Transactions are processed from multiple geographical locations with manual approvals.

Support Hours: 9x5

Support Hours	Only on Weekdays
Support Hours	UTC	IST	SGT	GST
Custody Transaction Processing	04:30 am to 02:00 pm	10:00 am to 07:30 pm	12:30 pm to 10:00 pm	08:30 am to 06:00 pm

From 1st July 2024 onwards: 21x7

Support Hours	Availability Sunday to Saturday
Support Hours	UTC	IST	SGT	GST
Custody Transaction Processing	11:30 pm to 8:30 pm	05:00 am to 2:00 am	07:30 am to 04:30 am	03:30 am to 12:30 am

From 1st Aug 2024 onwards: 24x7

Support Hours	Availability Sunday to Saturday
Support Hours	UTC	IST	SGT	GST
Custody Transaction Processing	24 hrs	24 hrs	24 hrs	24 hrs

Note:

Transactions not necessitating additional security or compliance clearance will be handled within 4 hours during supported hours.
Turnaround time for transactions potentially requiring further security or compliance approval varies depending on the approval process.

If you have any questions or queries please reach out to us at support@lmnl.app

*Last updated on 6th May 2024, v1.0