SLA Operation

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 Operation Gold Silver Bronze
LiveU Customer Support Service Hours 24 X 7 Monday through Friday, 09:00-17:00 24 X 7
Response time 4 Hours 1 Business day 4 Hours
Number of cases Unlimited Unlimited Unlimited
Training LiveU/Partner training supplied remotely. Twice a year - updates (Webinar) Documents supplied + Updates Documents supplied + Updates
HW Repair/Replacement Included Included NA
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 Not included Once a year
Price of Support Plan As per the price list As per the price list As per the price list
Upgrade fee from Silver to Gold plan NA As per the price list NA