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
Customer Support Service Hours24 x 724 x 724 x 7
Phone Call Response TimeImmediate (Queue Priority)PromptQueue-based
Email Queries Response TimeUp to 1 hourUp to 4 hours5 hours
Chat Support Response TimeImmediate (Queue Priority)N/AN/A
Number of CasesUnlimited – top priorityUnlimited – high priorityUnlimited
Training• LiveU/Partner initial training supplied remotely
• Access to Knowledge Base and LiveUniversity platforms
Access to Knowledge Base & LiveUniversity platformsAccess to Knowledge Base & LiveUniversity 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) + Service unit to be provided as a temporary replacement within 24-48 hoursLiveU will ship the repaired unit or a replacement unit within 15 business days from receipt of the faulty unit at LiveU’s service centersN/A
Unit PairingIncludedIncludedIncluded
Software Upgrades (New Features) – Terms & Conditions ApplyIncludedIncludedIncluded
Software Upgrades (Patches and Fixes)IncludedIncludedIncluded
Unit Audit and Health Check with Detailed ReportsAnnuallyN/AN/A