White Paper: Utilizing Flow and Packet Data to Optimize Network Performance Read Now
Skip to Main Content
LiveAction logo LiveAction
Search
Free Trial
Menu Button

What We Do

How We Do It

Talk to a LiveAction Expert

Get a Demo

Contact LiveAction Support

Filter

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