|Documentation

Contacting support

Getting in touch

Support goes through our help center, help.lizpack.com. It answers the common questions, and it is from there that you write to us when yours is not covered. You can also write to [email protected].

Where to find the help center in the client area

  • Help & support, at the bottom of the sidebar.
  • Help & support, in the sidebar.
  • Center d'aide, in the Need help? box of the Abonnements page.
  • Write to support, at the foot of the Help window.

All of them open the help center in a new tab. Write from the address of your LizPack account: it is what lets us find your instances and your subscription.

The Help window, opened by the round badge at the bottom right, is not support: it answers from this documentation and sees neither your instances, nor your projects, nor your billing. For a question about your account, write to us.

What only support can sort out

The support level appears in each plan's grid, on the plans page: E-mail support, or Priority e-mail support on the plans that include it. The Enterprise plan adds SLA garanti & support prioritaire, whose commitments are set in the contract.

Many blockages can be cleared from your area: an exceeded quota by freeing space or changing plan, an expired subscription by renewing it. Others depend on us alone. Write to us without waiting in these cases:

What you seeWhy you need to write to us
A service Inactive or Degraded on the page of a started instanceThe fault is on our side.
An instance SuspendedThe suspension was set by our team; only our team can lift it.
A deployment in Failed that keeps failingThe error details are in our logs, not in your area.
A dedicated database stopped for exceeding its quotaReactivating it goes through us.
A payment debited but not confirmedWe match the payment to your subscription.
An old instance name to recoverA name already used is refused at deployment, even after deletion.

An unreachable portal is also our business. A slow map, on the other hand, almost always comes from the project and its data: the official Lizmap documentation and the Publishing your maps chapter are the right place to start.

Reporting a problem

A precise message saves a round trip. Before writing, gather the following.

  • The instance concerned: its name or its address, https://your-name.lizpack.com, as shown on its page in Instances.
  • Its state: the instance's badge, and the state of each service on its page.
  • The project or map involved, if it is a display problem.
  • What you did, what happened, and what you expected.
  • The exact error message, copied or as a screenshot.
  • When it happened. Mon activité dates your latest actions and helps you find it.

Attach screenshots when you can, and say whether the problem affects all your visitors or a single computer. Never send us a password: we do not need one to investigate.

Useful resources

  • The Démos video course, reached through Demos in the header's Apps: from creating the account to publishing your first maps.
  • The Help window, for a question about this documentation.
  • The Lizmap documentation, to configure a project and the portal's tools.
  • The QGIS documentation, to prepare your projects.
  • The PostGIS documentation, for the database's spatial functions.