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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 Level Gold Silver Bronze
LiveU Customer Support Service Hours 24 X 7 24x7 24x7
Phone Call Response Time Immediate (Queue Priority) Prompt Prompt
Email Response Time Up to 2 hours Up to 4 hours Up to 5 Hours
Chat Request Response Time Immediate (Queue Priority) N/A N/A
Allocated/Dedicated Support Resources for Special Events • Remote support - Free

• Onsite support - Charges apply
• Remote support - Excluded

• Onsite support - Charges Apply
• Remote Support - N/A

• Onsite Support - Charges Apply
Number of cases Unlimited – top priority Unlimited – high priority Unlimited
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 platforms Access to Knowledge base & e-learning platform
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) LiveU will ship the repaired unit or a  replacement unit within 15 business days from receipt of faulty unit at LiveU’s service centers N/A
Unit Pairing Included Included Included
Software Upgrades (New features) Included Included Included
Software Updates (Patches and fixes) Included Included Included
Unit audit and health check with detailed reports Annually N/A N/A
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