We pride ourselves on building strong, long-term relationships with our customers. As part of our ongoing commitment, LiveAction provides a comprehensive range of support and technical services to help customers get the most out of LiveAction features and capabilities.
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 Severity 1 outage, please call 408-217-6501 so that we can assist you sooner.
Issue Severity | Support Process | Definition | Issue Examples |
| Severity 1 (Critical: Impacting Operations) | Technical Support Team (TST) responds within one business hour | The 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. |
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| Severity 2 (Major: Functionality Severely Impaired) | Technical Support Team (TST) responds within two business hours | The LiveAction software running on the customer’s servers or client workstations has failed to function properly. |
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| Severity 3 (Normal-General Problem) | Technical Support Team (TST) responds within four business hours | Moderate loss of LiveNX application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, convenient workaround exists. |
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| Severity 4 (Low-Information Request) | Technical Support Team (TST) responds within eight business hours | The customer requires information or assistance with LiveAction product capabilities, installation, or configuration. |
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