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For technical support and services:

  • Open a Support Case using the form below
  • Call us at 408-217-6501. Monday–Friday 24×5 (except for US holidays). 24×7 support is provided for Severity 1 Issues.*

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 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.
    • LiveNX DB grows exponentially affecting another virtual machine due to thin provisioning.
    • Network devices down due to high CPU/memory utilization after provisioning NetFlow template using LiveNX application.
  • 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.
    • LiveNX Server/Node Unusable (Service Status Down)
    • LiveNX Node Unusable (Node Status Disconnected)
    • LiveNX Clients Unusable (HTML 5 client (Web UI) page unavailable) (Java Client hangs or throws unhandled exceptions error after login)
  • Severity 3
    (Normal-General Problem)
    Technical Support Team (TST) responds within four business hour
    Moderate loss of LiveNX application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, convenient workaround exists.
    • Java Client throws unhandled exception error when using certain feature but does not prevent the user from using the application.
    • Running LiveNX report slow or throw an error
    • Devices unavailable due to SNMP polling issues
    • Web UI page slow to navigate
  • 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.
    • Installation
    • Configuration
    • Question regarding how to use the product