Mar 30, 2021
Support contracts (SLA)
LiveU offers three levels of support: Gold, Silver & Bronze (SW only service level, excluding all HW warranty). The different levels of support allow you to benefit from the plan that is most suited to the needs of your organization.
The table below summarizes the services included in each support plan package.
| SLA Level | Gold | Silver | Bronze |
|---|---|---|---|
| Customer Support Service Hours | 24 x 7 | 24 x 7 | 24 x 7 |
| Phone Call Response Time | Immediate (Queue Priority) | Prompt | Queue-based |
| Email Queries Response Time | Up to 1 hour | Up to 4 hours | 5 hours |
| Chat Support Response Time | Immediate (Queue Priority) | N/A | N/A |
| Number of Cases | Unlimited – top priority | Unlimited – high priority | Unlimited |
| Training | • LiveU/Partner initial training supplied remotely • Access to Knowledge Base and LiveUniversity platforms | Access to Knowledge Base & LiveUniversity platforms | Access to Knowledge Base & LiveUniversity platforms |
| Hardware Repair & Replacement | Advanced Replacement: Shipment of functional unit from LiveU within 2 business days. (Prior to sending the faulty unit back to LiveU’s service centers) + Service unit to be provided as a temporary replacement within 24-48 hours | LiveU will ship the repaired unit or a replacement unit within 15 business days from receipt of the faulty unit at LiveU’s service centers | N/A |
| Unit Pairing | Included | Included | Included |
| Software Upgrades (New Features) – Terms & Conditions Apply | Included | Included | Included |
| Software Upgrades (Patches and Fixes) | Included | Included | Included |
| Unit Audit and Health Check with Detailed Reports | Annually | N/A | N/A |