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All Support Plans

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Standard

Support Plus

White Glove

       

This plan is good for you if:

You need help with the LiveOps application, documentation or general requests.

You need help with the LiveOps applications, general problems and requests, advanced telephony and multichannel support, training requests and consultations

including Bi-Annually technical reviews

You need help with the LiveOps applications, general problems and requests, advanced telephony and multichannel support, assistance with integration, feature enablement, on demand case reviews, training requests and consultations including quarterly technical reviews

Online Knowledge Base

Knowledge.liveops.com

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Online Case Portal

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Business Hours

M-F
8am to 8pm ET

24/7

24/7

Toll-Free Escalation Line (Priority 1 Only)

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Phone Support
(Business Hours)
   

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Priority 1 Initial Response/Update
Frequency


2 / 4 Hours

1 / 4 Hours

30 Minutes / 4 Hours
Priority 2 Initial Response/Update
Frequency

8 / 48 Hours

4 / 48 Hours

2 / 48 Hours
Priority 3 Initial Response/Update
Frequency

24 / 120 Hours
 

8 / 120 Hours
 

4 / 120 Hours
 

Feature Requests

 

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Onsite Health Checks  

Bi-Annual

Quarterly

Technical Account Manager

   

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On-Demand Case Review

   

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Level 1 Support
(General Application Use – Cannot apply or customize configurations)

Documentation support

Knowledge.liveops.com

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General Application Use

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Basic Dynamic Controls

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Configuration Support
Call Flow, Additional Features, Groups etc.

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Level 2 Support
(Advanced Application Use, Integration, Configuration)

Support & Incident Management

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Advanced Configuration Support
Call Flow, Additional Features, Groups etc.

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Integration Problem Management
CRM Integration

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Engineering Elevations and Requests

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Level 3 Support
(Telco / Carrier Routing & Setup, Advanced Configuration & Integration)

Carrier Escalations

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Customized Routing Setup & Updates

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Advanced Product Support

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