How support works, in writing.
Every organization we look after gets the same process: a defined way to report a problem, a severity level that sets the clock, and response and resolution targets we publish rather than describe. They are here so you can hold us to them, and so a procurement team can read them without asking.
Three ways in, no login required.
A support process that depends on being able to log in fails exactly when you need it most.
The support form
The normal route. It asks for enough detail to triage properly and nothing more, and it works without an account.
Open the formReply to any thread you already have with us, or write to hello@limitedlime.com. Email is read during business hours.
Emergency contact
For an S1 — the site is down, or you suspect a security incident — use the direct contact in your agreement. Do not wait on a form.
What we commit to, by severity.
Response means we have replied and told you what is happening. Resolution means it is fixed, or a fix is scheduled with your agreement. Both are measured in business hours: 9:00 to 17:00 Eastern, Monday to Friday, excluding US federal holidays. S1 reports are picked up as soon as we are notified, including outside these hours.
| Severity | What it means | Response target | Resolution target |
|---|---|---|---|
| S1 — Site down | The public site is unreachable, or there is a security incident. | Same business day, and as soon as we are notified outside hours | 1 business day |
| S2 — Major function broken | A module fails: forms, agendas, alerts, or a payments link. | 1 business day | 3 business days |
| S3 — Minor issue or content | A display problem, a content fix, or a how-do-I question. | 2 business days | 5 business days |
| S4 — Enhancement | A new page, a new form, or a feature request. | 3 business days | Scheduled by agreement |
You do not have to get severity right. Tell us what is happening and we will set it, and say so if we change it — the level is a commitment about our response, not a test you have to pass.
S1 examples
- The site returns an error for every visitor
- A defacement, or a suspected compromise
- The domain or certificate has lapsed
S2 examples
- Agenda packets do not appear on the public page
- A permit or contact form stops submitting
- Emergency alerts are not publishing
S3 examples
- A page looks wrong on mobile
- A staff listing needs updating
- How do I post a document so it stays accessible?
S4 examples
- Add a new department section
- Build an online application form
- Add a calendar to the parks page
What happens after you report it.
Every request moves through the same states, so a status means the same thing every time.
New
Received. Not yet looked at.
Acknowledged
We have read it, confirmed severity, and replied.
In progress
Being worked on.
Awaiting you
We need something from you. The clock is paused while it sits here.
Resolved
Fixed, or scheduled by agreement. Reopen it if we got it wrong.
Closed
Closed automatically 7 days after resolution with no reply.
The clock pauses while a request is awaiting you and restarts when you reply, so waiting on us and waiting on you are not counted the same way. That matters when we report performance against these targets at a contract review.
If it is not moving.
- Every request is read by the person who does the work. There is no first-line tier to get past.
- If a response target is missed, say so on the thread and it moves to the top of the queue.
- If a request is still not moving, escalate to the named account contact in your agreement.
- For an S1 outside business hours, use the emergency contact in your agreement rather than the form.
Your data
- Requests from one organization are never visible to another
- Your agreement names more than one authorized contact, so a departure does not lock you out
- Support correspondence is not published as a case study without written permission
- We can produce a history of everything you have reported for a contract period on request
This page is held to the standard we sell.
A support portal from an accessibility practice that fails an audit would be the worst artifact this firm could publish. This page and the support form are built to WCAG 2.1 Level AA: semantic structure, visible focus, persistent visible labels, errors identified in text and tied to their field, full keyboard operation, and usable at 200% zoom and 320 pixels wide.
No CAPTCHA is used anywhere in the support flow. CAPTCHA is a cognitive function test and an accessibility barrier, and using one on the way to reporting an accessibility problem would be indefensible.
Verified with our own checker, plus manual keyboard and screen reader passes. Known limitations are listed in our accessibility statement, and you can run the checks on this page yourself.
What procurement teams ask.
How do I report a problem?
Use the support request form, which does not require a login. If your problem is that you cannot log in, the form still works. For an S1 outside business hours, use the emergency contact in your agreement rather than the form.
What are your response and resolution targets?
They depend on severity. S1 (site down) is same business day to respond and one business day to resolve. S2 (a module broken) is one business day and three. S3 (minor or content) is two business days and five. S4 (enhancement) is three business days to respond, with resolution scheduled by agreement. The full table is published on this page.
Who sees our requests?
Only us. Requests from one organization are never shown to another, and support correspondence is not used as marketing material or published as a case study without written permission.
What happens if our main contact leaves?
Your agreement lists more than one authorized contact, and any of them can report and receive updates. Tell us when someone joins or leaves and we update the record the same day.
Do you charge for support requests?
Requests covered by your care plan are included. If something falls outside it we will say so before doing the work and quote it, rather than invoicing you afterwards for a surprise.