LeanDNA Support will migrate to a new ticketing system on February 6, 2026 as part of ongoing platform and service improvements.
Migration Window
Start: February 6, 2026 at 5:00 PM Pacific
End: February 8, 2026 at 4:00 PM Pacific
During this time:
The Support portal will be unavailable
Severity 1 issues will continue to be supported via email at support@leandna.com
The portal URL will remain unchanged: https://support.leandna.com
Customer Preparation Requirements
All users, IT contacts, and suppliers must have APEX accounts
All users CC’d on tickets must have APEX access
Ticket numbers will change and ticket subjects will now include the new ticket number
Replies to emails from tickets created before the migration will not attach correctly during the cutover. Do not reply to existing ticket emails until after 4:00 PM Pacific on February 8, 2026, and you receive a confirmation email with your new ticket number in the subject line. Replies sent earlier may not be captured or may create duplicate tickets.
Data Sync support tickets will be created for all users subscribed to the Data Sync email subscription. Company Administrators will need to add users to the subscription.
All requests for production mapping changes require approval from a Company or Site Administrator. Adjust user privileges if they are authorized to request these changes.
Priority Naming Updates (SLAs Unchanged)
| New Priority | Response Time |
| Minor | 1 hour (24X7) |
| Major | 4 business hours |
| Critical | 8 business hours |
| Blocker | 48 business hours |
* Business hours are 9:00 AM–5:00 PM Central Time, Monday–Friday, excluding U.S. Federal holidays.