Service Level Agreements
livepro is known for providing great support when it comes to our knowledge management solutions
livepro is committed to providing 99.99% uptime and 24/7 support for livepro clients for critical issues. Other issues will be dealt with during standard business hours, Monday- Friday 8 am-8 pm, in accordance with the below SLAs.
To Report Incidents:
Email: [email protected]
AU Phone: 1300 548 356 – Option 1
US Phone: 1844 20 77 999
UK Phone: +44 800 060 8008
Incident type | Description | Service Level |
|---|---|---|
Critical | High Impact – Large number of people impacted
Client feels the issue is impacting to a point that they are not able to provide their desired level of customer service i.e. • No access for all users • Unable to access https://xxx.livepro.com.au • Consistent error (e.g. Timeout/server error) | Incident report acknowledged within 15 minutes. If unable to restore within 30 minutes, divert to back up data center. |
High | High/Medium impact – One user / or site
Client feels they are still able to use the system to provide quality customer service i.e. • Delay or slow response • Intermittent issues • Error or timeout issues | Incident report acknowledge within 30 minutes. Investigation and corrective action within 1 business day. |
Low | Low/Medium impact – Isolated cases
Issue is not affecting client’s ability to operate effectively and provide highest level of customer service | Call acknowledged within 30 minutes Investigation and corrective action underway with regular updates. |
Incident type | Description | Service Level |
|---|---|---|
Critical | High Impact – Large number of people impacted
Client feels the issue is impacting to a point that they are not able to provide their desired level of customer service i.e. • No access for all users • Unable to access https://xxx.livepro.com.au • Consistent error (e.g. Timeout/server error) | Incident report acknowledged within 15 minutes. If unable to restore within 30 minutes, divert to back up data centre. |
High | High/Medium impact – One user / or site
Client feels they are still able to use the system to provide quality customer service i.e. • Delay or slow response • Intermittent issues • Error or timeout issues | Incident report acknowledged within 15 minutes. If unable to restore within 30 minutes, divert to back up data centre. |
Low | Low/Medium impact – Isolated cases
Issue is not affecting client’s ability to operate effectively and provide highest level of customer service | Call acknowledge within 30 minutes Investigation and corrective action underway with regular updates. |
