We’re here to help you achieve your business goals. Our global team is available in your time zone to offer timely, reliable tech support and digital workspace guidance, wherever you are.
Trusted by 1000+ enterprises globally
Trusted by 1000+ enterprises globally
Reach your business objectives by leveraging our expertise to meet your unique requirements and success goals.
Get LiveTiles assisted upgrades.
Go beyond Silver to get a guaranteed response time.
You can reach support agents via chat and phone, and get assistance via screen sharing and web meetings.
A dedicated customer success team will stand by to support you.
Choose Premium to receive all our support services and to rest assure that requests are responded to 24/7.
Our global team of experts is with you at every stage of your journey, day and night.
| DESCRIPTION | Silver | Gold | Platinum | |
|---|---|---|---|---|
Services | ||||
Create support requests via customer support portal | Our product experts are focused on helping you achieve your business outcomes We offer answers to all your questions and problems, assisting you to achieve an optimal solution for your business. | |||
Tracking of individual requests via Ticket System | 24×7 access to your requests and status of support tickets | |||
Software problem reporting, evaluation, and acceptance | If our software does not conform materially in accordance with the documentation, our team is ready to evaluate and assist you in getting your issue resolved | |||
Access to LiveTiles Knowledge Base | Get 24×7 access to our Knowledge Base filled with guides, helpful articles, and how-to videos | |||
LiveTiles assisted upgrades | If you are on a LiveTiles hosted solution, we have got your upgrades covered | |||
Request new features or suggest modifications to existing product features | We welcome your thoughts and ideas for features to expand on LiveTiles offerings. Whenever possible, we will accommodate your feature requests | |||
Organizational power users can track all request in our customer support portal | Power users can view and track all requests submitted by your organization | |||
Assistance via screen sharing and online meetings | Solve challenges in one-on-one assisted online sessions | |||
Create support requests via phone and chat | Reach support agents via chat and phone | |||
Designated account and Customer success team | Form a direct relationship with our dedicated customer success team. Let us assist you in achieving your goals | |||
Scheduled service meetings & SLA reporting | Get quarterly on-line service meetings with the LiveTiles regional team | |||
| DESCRIPTION | Silver | Gold | Platinum | |
|---|---|---|---|---|
Response Times | ||||
Normal requests | Normal requests are all requests that are not assigned with high priority | 16 hours targeted response time all business days between 8am and 5pm | Guaranteed response within 8 hours all business days between 8am and 5pm | Guaranteed response within 8 hours 24/7 |
High priority requests | Should your LiveTiles software be inoperative for most of the users, and no known workaround exists | 16 hours targeted response time all business days between 8am and 5pm | Guaranteed response within 2 hours all business days between 8am and 5pm | Guaranteed response within 2 hours 24/7 |
As a customer you can find answers to questions 24/7 in the LiveTiles knowledge base stocked with helpful articles and videos.
Is assistance required to solve an issue, you can create a request to get help from our competent support agents.
LiveTiles support team can be contacted by submitting a request from the LiveTiles Knowledge Base.
The support request will be assigned a support ticket number that will be used in the communication regarding the support request. From the Knowledge Base, you can follow and track the status of your ticket at any time.
Hours of coverage is defined by Support Plan and customer location. For customers on Bronze, Silver, and Gold plans, support business hour coverage is 9am-5pm based on the closest local LiveTiles support office to your location and the customer address on the Software Purchase Agreement. Excludes weekends and local state and federal public holidays.
Business hours for our support office locations are:
Response time begins once a ticket is opened. The response time is based upon your geographic business hours as described under support team coverage.
You can submit requests via the LiveTiles Knowledge Base 24 hours a day, 7 days a week.
Service requests are categorized in two levels of criticality:
