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Dedicated Support Around the Clock

We're here to help you succeed

Whether you’re setting up your solution to meet new business outcomes or something isn’t working right, we’re here to help.

With one of the largest dedicated intelligent workplace teams globally our people are ready to assist wherever you are in the world.  Situated across the USA, APAC, and Europe we have experts working in your time zone, and possibly in your own language, available to help whenever you are in need.

Our Service Pros are total stars with the Microsoft stack and masters of the LiveTiles Product suite. We provide competent and experienced technical support, and we can guide you with our broad knowledge of digital workplace best practices.

Explore our Support Plans

Bronze

SELF-SERVICE
INFORMATION
  • Take advantage of the free resources available to all LiveTiles customers with our Knowledge Base filled with guides, helpful articles, and how-to videos.

Included in License

Silver

ALL THE ANSWERS YOU NEED
  • Reach your business objectives by leveraging our expertise to meet your unique requirements and success goals.

  • Get LiveTiles assisted upgrades.

Charged Service

Gold

PRIORITY CUSTOMER SERVICE
  • 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.
  • If you have LiveTiles coded and configured custom solutions, these are covered by our support services.

Charged Service

Platinum

24/7
AVAILABILITY
  • 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.

Charged Service

Compare our Support Plans and Services

Download Support Plans

description bronze 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.

2 requests yearly
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
response times
Normal requests Normal requests are all requests that are not assigned with high priority No guaranteed response time 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 No guaranteed response time 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
Services

Create support requests via customer support portal

Tracking of individual requests via Ticket System

Software problem reporting, evaluation, and acceptance

Access to LiveTiles Knowledge Base

LiveTiles assisted upgrades

Request new features or suggest modifications to existing product features

Organizational power users can track all request in our customer support portal
Assistance via screen sharing and online meetings

Create support requests via phone and chat

Designated account and Customer success team

Scheduled service meetings & SLA reporting

Request response times

Normal requests

High priority requests

description

Our product experts are focused on helping you achieve your business outcomes.

We offer answers to all your questions and problems assisting you in achieving an optimal solution for your business.

24×7 access to your requests and status of support tickets

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.

Get 24×7 access to our Knowledge Base filled with guides, helpful articles, and how-to videos.

If you are on a LiveTiles hosted solution, we got your upgrades covered.

We welcome your thoughts and ideas for features to expand on LiveTiles offerings. Whenever possible, we will accommodate your feature requests.

Power users can view and track all requests submitted by your organization.

Solve challenges in one-on-one assisted online sessions.

Reach support agents via chat and phone.

Form a direct relationship with our dedicated customer success team. Let us assist you in achieving your goals and simultaneously strengthening our relationship.

Get quarterly on-line service meetings with the LiveTiles regional team.

Should your LiveTiles software be inoperative for most of the users, and no known workaround exists

Bronze

2 requests yearly

No guaranteed response time.

No guaranteed response time.

Silver

16 hours targeted response time all business days between
8am and 5pm.

16 hours targeted response time all business days between
8am and 5pm.

Gold

Guaranteed response within 8 hours all business days between
8am and 5pm.

Guaranteed response within 2 hours all business days between
8am and 5pm.

Platinum

Guaranteed response within 8 hours 24/7.

Guaranteed response within 2 hours 24/7.

top features

Create support tickets

LiveTiles Knowledge Base

LiveTiles assisted upgrades

Chat and phone support

Screen sharing and online meetings

Dedicated account and customer success team

Quarterly expert coaching session

Support response time

Bronze - free

No guaranteed response time.

top features

Create support tickets

LiveTiles Knowledge Base

LiveTiles assisted upgrades

Chat and phone support

Screen sharing and online meetings

Dedicated account and customer success team

Quarterly expert coaching session

Support response time

Silver - 15% of net

Requests are responded to within
16 hours all business days between
8am and 5pm.

top features

Create support tickets

LiveTiles Knowledge Base

LiveTiles assisted upgrades

Chat and phone support

Screen sharing and online meetings

Dedicated account and customer success team

Quarterly expert coaching session

Support response time

Gold - 20% of net

High priority requests are responded to within 2 hours
all business days between
8am and 5pm.

top features

Create support tickets

LiveTiles Knowledge Base

LiveTiles assisted upgrades

Chat and phone support

Screen sharing and online meetings

Dedicated account and customer success team

Quarterly expert coaching session

Support response time

Platinum - 30% of net

High priority requests are responded to within 2 hours 24/7.

Support Services FAQs

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:

  • Australia  08:00-16:00 AEST
  • Canada 08:00-16:00 EST
  • New Zealand 08:00-16:00 AEST
  • United State 08:00-16:00 EST
  • United Kingdom 08:00-16:00 WET
  • Denmark 08:00-16:00 CET
  • Switzerland 08:00-16:00 CET

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:

  • High: The LiveTiles software is inoperative for most of the users, and no known workaround exists. High is only assigned when a production or “live” environment is found to be significantly inoperable. A workaround or solution will be provided as soon as possible, and the severity level will then be reduced to Normal.
  • Normal: All other incidents are categorized as normal.

Please reference this document for a full overview of our support services and terms.

Join other leading brands from all industries who choose LiveTiles

We’re happy to answer questions, retrieve pricing information, and get you acquainted with our support service.

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