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 Sydney Time, in accordance to the below SLAs.
To Report Incidents:
Email: [email protected]
Phone: 1300 548 356 – Option 1
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.au
• 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.
