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.
|LiveU Customer Support Service Hours||24 X 7||Monday through Friday, 09:00-17:00||Monday through Friday, 09:00-17:00|
|Response time||3 Hours||4 hours||5 Hours|
|Number of cases||Unlimited – top priority||Unlimited – high priority||Unlimited|
|Training||LiveU/Partner initial training supplied remotely. |
Twice a year -Webinar
|Documents supplied + Updates|
|HW replacement||Advanced replacement shipment within: 2 business days||LiveU will ship the repaired unit or a replacement unit within 15 business days from receipt of faulty unit at LiveU premises||NA|
|SW Upgrades (New features)||Included||Included||Included|
|SW Updates (Patches and fixes)||included||Included||Included|
|Audit and health check||Twice a year||Once a year||Not included|