Will there be any data loss during the migration?
No. All ticket history, comments, and attachments will be securely migrated to the new system.
Is the portal URL changing?
No. The Support portal will continue to be accessed at https://support.leandna.com .
How do we contact Support during the migration?
Email support@leandna.com for all Severity 1 issues during the migration window.
Do SLAs change with the new priority names?
No. Only the naming convention is changing. Response times and contractual SLAs remain unchanged.
Will existing email threads still work after migration?
No. 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.
Are there compliance or audit impacts?
The new system enhances traceability, access control, and audit readiness while maintaining existing retention policies.
Who manages data sync alerting and notifications?
Company Administrators are responsible for managing Data Sync alert subscriptions in APEX. Data Sync support tickets will be created for all users subscribed to the Data Sync email subscription. Company or Site Administrators will need to add users to the subscription to be included on support tickets.
What user privileges are needed to request data mapping changes?
All requests for production mapping changes require approval from a Company or Site Administrator. Adjust user privileges if the user is authorized to request these changes.