All Support Plans
Table of contents
| 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 |
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| Online Case Portal |
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| Business Hours | M-F | 24/7 | 24/7 |
| Toll-Free Escalation Line (Priority 1 Only) |
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| Live Chat Support |  | | |
| Phone Support (Business Hours) |
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| Priority 1 Initial Response/Update | 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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| Documentation support |
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| General Application Use |
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| Basic Dynamic Controls |
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| Configuration Support |
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| Level 2 Support | |||
| Support & Incident Management |
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| Advanced Configuration Support |
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| Integration Problem Management |
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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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