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 | 24 x 7 | 24 x 7 |
| 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 • On-site support – Charges apply | • Remote support – excluded • On-site support – Charges apply | • Remote support – N/A • On-site 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 platforms |
| 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 days from receipt of the faulty unit at LiveU’s service centers | N/A |
| Unit Pairing | Included | Included | Included |
| Software Upgrades (New Features) | Included | Included | Included |
| Software Upgrades (Patches and Fixes) | Included | Included | Included |
| Unit Audit and Health Check with Detailed Reports | Annually | N/A | N/A |