Please include brief description of the issue in subject (i.e.: “website error”) followed by details in message body. Please do not include LISS staff members individually in the “To”, “Cc” or “Bcc” fields. You can also contact the HelpDesk online at www.lisshelpdesk.com.
If no one is immediately available to take your call, please be sure to leave a message and a support technician will contact you shortly. Calling the HelpDesk repeatedly without leaving a message will most likely not result in a faster response to your issue. You can also contact the HelpDesk online at www.lisshelpdesk.com.
When you call the HelpDesk during normal business hours, you will be placed in our HelpDesk call queue. Please hold for the next available technician who will assist you with your issue. If you would like to leave a message and have the next available agent contact you, please press (1) while in the queue to be transferred to our HelpDesk voicemail.
When you call the HelpDesk outside of normal business hours, you will be given the option to leave a message which will be returned during normal business hours, or you can choose to be transferred to our Emergency Dispatch Center to create an emergency support ticket. Please note that after-hours charges may apply.
For more information regarding our HelpDesk call flow, please see the HelpDesk call flow diagram: (click the image to view full size)
Your call will be handled by our HelpDesk staff during normal business hours. After hours rates may apply to your support request, so please be sure that you are authorized by your company to contact the HelpDesk.
Normal Business Hours: 8:00am to 6:00pm EST, Monday through Friday
Emergency Support Hours: 24/7/365 (please note that after-hours charges may apply)
New Years Day (January 1st)
Martin Luther King, Jr. Day (3rd Monday in January)
President’s Day (3rd Monday in February)
Good Friday (Friday before Easter)
Memorial Day (Last Monday in May)
Independence Day (July 4th)
Labor Day (1st Monday in September)
Thanksgiving Day (4th Thursday in November)
Day after Thanksgiving** (4th Friday in November)
Christmas Eve** (December 24th)
Christmas Day (December 25th)
* Typically, when any holiday falls on a Saturday, LISS will be closed on the previous day (Friday); when any holiday falls on a Sunday, LISS will be closed on the next day (Monday).
** Early close at 1:00 p.m. EST.
If you call the HelpDesk via phone after-hours, you will be prompted with two options; (1) leave a message that will be returned during normal business hours or (2) be transferred to our Emergency Dispatch Center. If you matter is urgent, press 2 to be transferred to our dispatch center where you can leave your contact infomration. An on-call technician will be paged with your issue and will contact you shortly.
To make sure your request is prioritized correctly, LISS has established the following service request severity definitions:
Priority 1 (Urgent):
Your network is “down” or there is a critical impact to your business operations. CLIENT and LISS will commit all necessary resources around the clock to resolve the
Priority 2 (High):
Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected. CLIENT and LISS will commit fulltime resources during normal business hours to resolve the situation.
Priority 3 (Normal):
Operational performance of your network is impaired while most business operations remain functional. CLIENT and LISS are willing to commit resources during normal business hours to restore service to satisfactory levels.
Priority 4 (Low):
You require information or assistance with product capabilities, installation, or configuration. There is little or no effect on your business operations.