Welcome to the Case Management Portal. The Portal is designed to provide you with an alternative means of submitting questions, as cases, to your Lithium Customer Success Manager. Please note that questions submitted outside of the Portal will not necessarily be tracked within the Portal.
Lithium offers two programs: Standard and Premium. See here for details of the program. Our business hours are Monday through Friday, 6:00 AM to 6:00 PM PST, excluding major holidays.
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A quick snapshot of your most recent
open and closed cases |
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A quick way to easily submit
a new case |
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A quick way to add comments and
attachments to your cases
A. See all of the details relating to your cases
B. Add comments to your cases C. Add attachments to your cases |
Case response time is based on severity and your program level:
| Severity Level | Recommended Reporting Method | Initial Response Time (Standard Care) | Initial Response Time (Premium Care*) |
|---|---|---|---|
| 1 | Email and phone | 15 minutes | 15 minutes |
| 2, 3, 4 | Email or Case Portal | 2 business days | 1 business day |
Online Case Portal is included in both Standard and Premium Support.
* Premium Care is included in Active Assist.
The table below shows how Lithium will define the severity of your case.
| Severity Level | Description |
|---|---|
| 1 |
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| 2 | Case relating to a failure in a subsystem or a primary function of the community but is not a severity 1 case |
| 3 | Case relating to inquiries around community best practices or any issue other than a severity 1 or severity 2 case |
| 4 | Case relating to any new feature request |
