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.