Contacting API Support
Contact Support
For product and technical assistance, contact us by email at apisupport@liaisonedu.com or by phone at 857-304-2020. Note the following:
- Hours of operation: Monday – Friday, 9 AM – 5 PM ET.
- We typically provide responses to emails within two business days; however, response times can take up to three business days when we’re at our busiest.
- To ensure that you receive all our email messages, add our email address to your Safe Sender list.
Please note that our offices generally observe the following holidays, which may impact our customer service hours.
- New Year's Day
- Martin Luther King Jr. Day
- Presidents' Day
- Memorial Day
- Juneteenth
- Independence Day
- Labor Day
- Columbus / Indigenous Peoples' Day
- Thanksgiving
- Day after Thanksgiving
- Christmas Day
Upgrades
Note that to minimize downtime for users, upgrades occur every Sunday from 7 – 10 AM ET. Additionally, you can visit our Status Page to view and subscribe to system status updates.
Working with Liaison's Data Integration Team
On occasion, your support issue may lead to a call with our Data Integration Team. To prepare for that call, the Client Support Specialist Team may ask you to provide answers to the following questions:
- What CASs (if any) are involved in your integration?
- Do you have an existing integration or are you trying to build a new one?
- How are you getting data out of the CAS?
- What system(s) are you importing data into?
- What is not working as expected?
- Is your issue occurring in the prelaunch or production environment?
- What steps have you taken so far?
- Do you have any example applicants? What are their CAS IDs and the relevant data that is causing trouble?
You may also need to provide:
- Three dates and times you are available for a call.
- The names of the people on your team who will join the call, and what role they have at your institution.