Resources

Customer care & support

Clear support paths for Liulum Revenue Continuity, billing, and your client portal.

Common questions live on FAQ. Service levels and escalation are in the service commitments.

How to report an issue

In-portal — your dashboard › report an issue (preferred; attaches your account automatically). You and our team both get email confirmation.
Email — [email protected] with your site URL + what you're seeing (works with any inbox, including Gmail).
Automated — for managed sites, Care often opens the incident itself before you notice and notifies you by email.

P1 — Critical — Managed site fully down / checkout or core function broken / security incident. Target: Best-effort immediate; ≤ 2 business hours acknowledged.
P2 — High — Major feature degraded, no clean workaround. Target: ≤ 8 business hours.
P3 — Normal — Minor issue, question, or change request. Target: ≤ 48 business hours.
P4 — Low — Cosmetic / "nice to have" / scheduled. Target: Next cycle.

Full ladder and exclusions: Care SLA

Request a seven-day Guided Proof at /start. It is manually reviewed, costs ₹0/$0, and requires no card
After approval, create the client account and connect only the evidence sources required for one real revenue path
Every connection is tested before activation; failed or missing sources stay visibly unavailable in the client portal
The proof is observe-only. Recover eligibility and any repair authorization are reviewed separately

Billing / refund → email with “Billing” in subject → /refunds
Can't log in → same email as checkout → /login?mode=recover
Active revenue path down (Recover project) → best-effort immediate; eligible pre-approved recovery runs only when the configured playbook and policy controls match
Security concern → [email protected] — see /trust and /dpa

How to report an issue

In-portal — your dashboard › report an issue (preferred; attaches your account automatically). You and our team both get email confirmation.
Email — [email protected] with your site URL + what you're seeing (works with any inbox, including Gmail).
Automated — for managed sites, Care often opens the incident itself before you notice and notifies you by email.

Severity & response targets

P1 — Critical — Managed site fully down / checkout or core function broken / security incident. Target: Best-effort immediate; ≤ 2 business hours acknowledged.
P2 — High — Major feature degraded, no clean workaround. Target: ≤ 8 business hours.
P3 — Normal — Minor issue, question, or change request. Target: ≤ 48 business hours.
P4 — Low — Cosmetic / "nice to have" / scheduled. Target: Next cycle.

Full ladder and exclusions: Care SLA

Getting started

Request a seven-day Guided Proof at /start. It is manually reviewed, costs ₹0/$0, and requires no card
After approval, create the client account and connect only the evidence sources required for one real revenue path
Every connection is tested before activation; failed or missing sources stay visibly unavailable in the client portal
The proof is observe-only. Recover eligibility and any repair authorization are reviewed separately

Escalation

Billing / refund → email with “Billing” in subject → /refunds
Can't log in → same email as checkout → /login?mode=recover
Active revenue path down (Recover project) → best-effort immediate; eligible pre-approved recovery runs only when the configured playbook and policy controls match
Security concern → [email protected] — see /trust and /dpa