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 LevelGoldSilverBronze
LiveU Customer Support Service Hours24 x 724 x 724 x 7
Phone Call Response TimeImmediate (Queue Priority)PromptPrompt
Email Response TimeUp to 2 hoursUp to 4 hoursUp to 5 hours
Chat Request Response TimeImmediate (Queue Priority)N/AN/A
Allocated / Dedicated Support Resources for Special Events Remote support – free
On-site support – Charges apply
Remote support – excluded
On-site support – Charges apply
Remote support – N/A
On-site support – Charges apply
Number of CasesUnlimited – top priorityUnlimited – high priorityUnlimited
Training• LiveU/Partner initial training supplied remotely

• Webinars twice a year

• Access to Knowledge Base and e-learning platforms
Access to Knowledge Base & e-learning platformsAccess to Knowledge Base & e-learning platforms
Hardware Repair & ReplacementAdvanced Replacement: Shipment of functional unit from LiveU within 2 business days. (Prior to sending the faulty unit back to LiveU’s service centers)LiveU will ship the repaired unit or a replacement unit within 15 days from receipt of the faulty unit at LiveU’s service centersN/A
Unit PairingIncludedIncludedIncluded
Software Upgrades (New Features)IncludedIncludedIncluded
Software Upgrades (Patches and Fixes)IncludedIncludedIncluded
Unit Audit and Health Check with Detailed ReportsAnnuallyN/AN/A