🚀 LiveTiles named “Visionary” in 2023 Gartner® Magic Quadrant for Intranet Packaged Services

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SUPPORT

How can we help you today?

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

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.

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.

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.

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

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.

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