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Priority & Response Plan: Support Plus

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The following matrix will be adhered to by LiveOps for Support Plus customers. Problems or errors will be assigned a priority and priority level from 1 (Critical) to 3 (Low), depending on the nature of the problem or error. The response times are based on these priorities.

Priority

Time to open

Priority Elevations

First Level Contact

Contact Method

Response Time Acknowledgement *

Update Frequency

1

Within 1 hours

Elevate immediately to Level 2

24X7

Email/Case Notes

Within 1 hours after case opened

ETA or every 4 Hours and/or until service restored

2

Within 4 hours

Elevate to Level 2 if no ETA/workaround w/in 8 hours

24x7

Email/Case Notes

Within 4 hours after case opened

ETA or every 48 hrs and/or until service restored

3

Within 8 hours

Upgrade priority upon request only

24x7

Email/Case Notes

Within 8 hours after case opened

ETA or every 120 hours, depending on problem nature and resolution.

 

LiveOps will make all commercially reasonable and best efforts to resolve problems in a timely manner.  It is understood that resolution time may vary depending on the priority and complexity of the issue and if a software change and release is required to remedy the problem or error.

Priority Levels

Level 1: Represents an issue that results in the loss of one or more critical functions of the LiveOps service, interrupts call completion for all or the majority of calls and agents, unable to conduct normal business.

  • Examples - System is unavailable or unable to make or receive calls through the system.
  • Response Time - LiveOps will create and assign a ticket after 60 minutes upon receipt of problem notification. LiveOps will apply all necessary resources to the problem until issue resolved, or until an acceptable work-around is in place. Target resolution and updates will be communicated every 4 hours after initial response until an ETA or fix is available.

 

Level 2: Represents an issue that results in the loss of one or more critical functions of the LiveOps service, interrupts call completion or performance for the majority of calls, however can be circumvented or avoided on a temporary basis, until the problem can be resolved.

  • Examples - System performance has decreased but is still functional. Reporting or monitoring is not functional. Some functions may be impaired but work around have been provided until a software solution can be delivered.  Calls are failing but can be rerouted to another site or platform.
  • Response Time - LiveOps will create and assign a ticket within 4 hours upon receipt of problem notification. Target resolution and updates will be communicated every 48 hours after initial response until an ETA or fix is available.

 

Level 3: Represents an issue that does not impact the customer’s ability to use the service and has no impact on their business operations. This type of error is considered non-service affecting.

  • Example - The problem or error has a work-around that gives correct output as required. The problem or error is related to administration functions, routine maintenance or diagnostic capabilities, or are cosmetic changes.
  • Response Time - LiveOps will create and assign a ticket within 8 hours upon receipt of problem notification. Target resolution and updates will be communicated every 120 hours after initial response until an ETA or fix is available.
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