Contact LiveAction Support
For technical support and services:
- Open a Support Case using the form below
- Call us at 408-217-6501
- Priority 1 issues: support is provided 24x7x365.
- Priority 2-4 issues: support is provided Monday–Friday 24×5 (All Time Zones)
- Except US Holidays (Year 2023)
Company Holidays | Date |
---|---|
New Year’s Day (Observed) | 01/02/2023 |
Employee Appreciation Day | 01/03/2023 |
Martin Luther King Jr. Day | 01/16/2023 |
President’s Day | 02/20/2023 |
Memorial Day | 05/29/2023 |
Juneteenth | 06/19/2023 |
Independence Day | 07/04/2023 |
Labor Day | 09/04/2023 |
Thanksgiving Day | 11/23/2023 |
Native American Heritage Day | 11/24/2023 |
Christmas Day | 12/25/2023 |
Open A Support Case
To report a problem with, request the addition of a feature for, or ask a question about LiveAction software products, please fill out the form below as fully as possible. If you are a Technical Support Services Agreement holder and your request is related to a Priority 1 outage, please call 408-217-6501 so that we can assist you sooner.
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Issue PrioritySupport ProcessDefinitionIssue Examples
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Priority 1
(Critical: Impacting Operations)Technical Support Team (TST) responds within one business hourThe customer’s network or environment is down or there is a critical impact to their business operations and the source of this outage is directly related to LiveAction software.- LiveNX: DB grows exponentially affecting another virtual machine due to thin provisioning.
- LiveNX: Network devices down due to high CPU/memory utilization after provisioning NetFlow template using LiveNX application.
- LiveWire/LiveCapture/LiveNX Appliances: Production Hardware failures (Hard Drive)
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Priority 2
(Major: Functionality Severely Impaired)Technical Support Team (TST) responds within two business hoursThe LiveAction software running on the customer’s servers or client workstations has failed to function properly.- LiveWire/LiveCapture/LiveNX: Server/Node Unusable (Service Status Down)
- LiveNX: Node Unusable (Node Status Disconnected)
- LiveWire/LiveCapture/LiveNX: Client Unusable (HTML 5 client (Web UI) page unavailable) (Java Client hangs or throws unhandled exceptions error after login)
- Omnipeek Client/Capture Engine: Unusable (Crash/failed to load/Capture Engine Service Down)
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Priority 3
(Normal-General Problem)Technical Support Team (TST) responds within four business hoursModerate loss of LiveAction Software application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, convenient workaround exists.- LiveNX: Running LiveNX report slow or throw an error
LiveNX: Devices unavailable due to SNMP polling issues - LiveWire/LiveCapture/LiveNX: Web UI page slow to navigate.
- LiveWire/LiveCapture/Capture Engine/Omnipeek Client: throws unhandled exception error when using certain feature but does not prevent the user from using the application.
- LiveWire/LiveCapture/Capture Engine: Performance related issue (Packet Drops)
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Priority 4
(Low-Information Request)Technical Support Team (TST) responds within eight business hoursThe customer requires information or assistance with LiveAction product capabilities, installation, or configuration.- Installation
- Configuration
- Upgrades
- Question regarding how to use the product
- For sales and reseller support and Information, please click here.
- For self-service, please refer to our Frequently Asked Questions or join the LiveAction Community Forum.
- On-site Hardware Warranty
- Terms and Conditions