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Contact LiveAction Support

Contact Tech Support
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Specifications

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.

Issue Priority Support Process Definition Issue Examples
Priority 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.
  • 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)
Priority 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.
  • 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)
Priority 3
(Normal-General Problem)		 Technical Support Team (TST) responds within four business hours Moderate 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)
Priority 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
  • Upgrades
  • Question regarding how to use the product