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% up-time and 24/7 support for livepro clients for critical issues. Other issues will be dealt with during standard business hours, Monday- Friday 8am-8pm, in accordance to the below SLAs.

To Report Incidents: 

Email: [email protected] 

AU Phone: 1300 548 356 – Option 1 

US Phone: 1844 20 77 999

Incident Type
Description
Service Level
  • Critical
  • High
  • Low
  • 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
    • Consistent error (e.g. Timeout/server error)
  • 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
  • Low/Medium impact – Isolated cases

    Issue is not affecting client’s ability to operate effectively and provide highest level of customer service
  • Incident report acknowledged within 15 minutes. If unable to restore within 30 minutes, divert to back up data centre.
  • Incident report acknowledge within 30 minutes. Investigation and corrective action within 1 business day.
  • Call acknowledge within 30 minutes Investigation and corrective action underway with regular updates.