Our Support Process

Support requests are:

  • Logged in our ticketing system
  • Triaged appropriately
  • Assigned to the correct engineer to action
  • Dealt with within normal UK office hours (9am – 5.30pm GMT or BST)

You will usually submit one of these:

BugsAny system feature not performing as designed and requiring a software code change is remedied free of charge.
Change RequestsChanges to a live system are considered and actioned if you an active subscription and available Professional Services hours.
Feature RequestsWhere you would like to add a capability not currently supported by a product and which would require a code change, we welcome your suggestions. Commitment to act on such requests is at the discretion of our Product Management team, and may be subject to additional fees.

ReportMagic and DataMagic Support

For support of these products, the easiest thing to do is use the in-product Feedback form to send us requests, bugs and ideas for product improvements.
To access this form:

In ReportMagic, click the speech bubble under the product logo.

In DataMagic, when you are logged in, click the speech bubble in the top right of the page.

All Other Support

If you have an active LogicMonitor support contract, have issues with custom software or anything else (for example, you cannot access ReportMagic or LogicMonitor), submit a ticket here.

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