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Support Offerings

Our goal is to offer you a Support package that best fits your digital engagement infrastructure requirements. We understand your need for a comprehensive solution by expert level engineers who have a deep understanding of your solution and who are available when you need them.

 

 

The Support Offering:

Deliverable

Details

Basic

Silver

Gold

Platinum

Direct access to a primary Tech Support engineer

Access to a dedicated team of senior-level Tech Support Engineers who are familiar with your account, your work processes and your Technical Support cases

-

-

Included

Included

Status calls with Primary Support engineer

Periodic phone meetings with your Primary Support Engineer to review the status of your account

-

-

Bi-weekly

Weekly

Dedicated Case Management

A dedicated Support Engineer proactively reviews, prioritizes, and manages your account’s support cases and ensures Service Level Agreement (SLA) compliance

-

-

Included

Included

Voice of Customer in Product House

Representation of your interests and priorities in the product house

-

-

Included

Included

Change Management Planning

Planning upcoming LivePerson production and maintenance activities

-

-

Included

Included

Brand specific RCA (Root Cause Analysis)

Brand specific details of Root Cause Analysis (RCA) including enriched IT detail and business impact

-

-

Included

Included

Escalation Management

Clear escalation path and direct contact with the Premium support group for high severity issues

-

-

Included

Included

24 × 7 Business Critical Support (English only)

Included

Included

Included

Included

View your cases from the LiveEngage UI (Connection Area)

Included

Included

Included

Included

View your LiveEngage service status and maintenance schedule on the Web Status page

Included

Included

Included

Included

Submit support cases directly from LiveEngage Connection Area

Included

Included

Included

Included

Enhanced support SLA

-

Included

Included

Included

Messaging channel to your Primary Support engineer

-

-

Included

Included

 

 

Silver Support Package

With the LivePerson Silver support package you are entitled to 24x7 business critical support via chat. In addition, you can submit requests to Support directly from the LiveEngage UI. The Silver Support package provides an advanced SLA aimed at providing you with the best service within a timely manner.

Product sheet PDF

 

Gold Support Package

The Gold Support package is a premium support package that entitles you to direct contact with a team of dedicated Support engineers - a team of experts who have a deep understanding of your LiveEngage solution. You have direct access to dedicated support engineers during your business hours and 24x7 access to our support team via our chat channel. With the Gold Support package you enjoy a higher SLA and quicker time to resolution.

The Gold Support Package includes: bi-weekly calls with your PSG ( Premium Support Group ) Engineer and premium support case management, consultation, and preparation for planned activities. Your Gold team will ensure that your voice is heard within the Liveperson Product house, promoting your interests and priorities.

Product sheet PDF

 

Platinum Support Package

As a Platinum Support customer you will receive an all inclusive package with priority status. Not only will you have a direct PSG ( Premium Support Group ) Engineer at your disposal, you will also have an increased SLA to ensure that all your support needs are tended to in the most timely fashion. Your Platinum Team will work with you to ensure you have the best service as well as an environment that will help you to address your business needs.

Product sheet PDF