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.
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
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