Support Plans

These support plans are effective August 16, 2021; if you are on an older support plan please contact sales@liveswitch.io to determine what plan you can move to.

FAQ:

1. What is considered a Response Time?
   • Response Times are for 1st response. Response Times are not guaranteed for beta products. The team always strives to exceed the posted Response Times.  
2. What are your Business Days?
   • Monday through Friday, excluding Canadian holidays.
3. What are your Business Hours?
   •  9 am to 5 pm Pacific Standard Time on Business Days.
4. What information do customers need to provide in their support requests?
   • The customer agrees to provide LiveSwitch Inc. with all reasonably available information and materials requested by LiveSwitch Inc. for use in replicating, diagnosing, and correcting an error reported by a customer.
5. Does this cover the LiveSwitch Cloud SLA?
   • No, the LiveSwitch Cloud SLA is available at https://liveswitch.io/legal
6. Is this used for Private Cloud and Live Event Monitoring?
   • No, separate agreements are created for customers who want to use Private Cloud and require Live Event Monitoring during their event. Please contact sales@liveswitch.io to discuss these options.
7. Does this include your open source products such as LiveSwitch Connector, LiveSwitch Mux, etc.?
   • No, this SLA is for non-open-source LiveSwitch Inc. products that are utilized within the customer’s own systems.
8. What are your Priority Definitions?
   • P1: High priority, mission-critical production failures stopping core functionality of the LiveSwitch Inc. product for which there are no workarounds.
   • P2: Moderate priority, decreased production performance and/or intermittent LiveSwitch Inc. product issues, but the product still continues to work in a restricted fashion.
   • P3: Normal priority, development questions and/or non-urgent issues impacting your organization's day-to-day operations.
   • LiveSwitch Inc. reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect.
9. What happens when an internal Jira issue is made?
   • When a support request is put on hold, that means a bug has been reported to our Product Development team. This team sets the internal  priority for the issue and is responsible for resolving the bug.
   • Below is the breakdown of what priorities they use and what they mean:
     • Critical
       • This is a defect with GA (Generally Available) functionality that completely blocks its use with no available work around
       • This defect is targeted to be prioritized for either the next patch or minor release
     • Normal
       • This is a defect with GA (Generally Available) functionality that is fully or partially blocking its use but does have an available workaround  that allows the customer to perform an exact or close approximation to the intended functionality
       • This defect will not be immediately scheduled for a release but will be targeted to be prioritized in a future release
     • Minor
       • This is either a defect with non-GA (Not Generally Available) functionality, a defect with an edge case, or a minimally-impactful defect with GA (Generally Available) functionality that has a work around with full functionality based on the original feature's intention
       • This defect is logged in the backlog but will not be targeted to be prioritized in any future release
10. What is excluded?
    • The commitment set forth above does not apply to any issues: 
      • Due to factors outside of LiveSwitch Inc.’s reasonable control (for example, a customer’s network or device failure).
      • That resulted from the customer’s use of hardware, software, or services not provided by LiveSwitch Inc. (for example, third-party services).
      • Due to the customer’s use of LiveSwitch Inc’s product in a manner inconsistent with the published documentation (available at https://developer.liveswitch.io/).
      • Caused by the customer’s use of the LiveSwitch Inc. product after LiveSwitch Inc. has advised the customer to modify its use of the LiveSwitch Inc. product if the customer failed to modify its use as advised for any reason.
11. What is a Dedicated Account Manager?
    • They will learn the customer’s use case, requirements, implementation, and ensure the customer gets the information and support they need to succeed. 
12. What is the Monthly Business Review of Customer’s Platform?
    • A 1-hour meeting every month with the customer’s Dedicated Account Manager to ensure we are up to date on your platform changes and plans and provide guidance in how LiveSwitch products can help you reach your goals.
13. What are the Quarterly Reviews of LiveSwitch Roadmap?
    • They will provide customers with an early insight into LiveSwitch’s near and long-term future. 
14. What if the ENTERPRISE support plan doesn’t meet my needs?
    • Please contact sales@liveswitch.io to discuss a custom support plan. 
15. What does support include? Support is:
    • Helping the customer understand LiveSwitch Inc.’s products.
    • Answering questions about how to use LiveSwitch Inc.’s products.
    • Providing sample code with LiveSwitch Inc.’s products.
    • Providing advice and best practice on using LiveSwitch Inc.’s products.
    • Investigating issues that the customer has found with LiveSwitch Inc.’s products, working with the customer to reproduce the issues, and creating issue reports for the product team to prioritize.
    • Submitting customer’s feature requests to the product management team. 
16. Does support include creating code, features, and functionality in the customer’s application?
    • No, support does not include custom coding/development of the customer’s application. Please contact sales@liveswitch.io to discuss additional assistance you may require.
17. Does support include setting up the customer’s LiveSwitch Server infrastructure?
    • No, support does not set up your infrastructure, but we will answer questions and guide you through setting it up yourself. Please contact sales@liveswitch.io to discuss additional assistance you may require.
18. Does support include performance tuning and optimizing the customer’s infrastructure or platform?
    • No, support does not performance tune your infrastructure or optimize your application, but we will answer questions and guide you through doing it yourself. Please contact sales@liveswitch.io to discuss additional assistance you may require.
19. Does support include load testing our application on your platform?
    • No, please contact sales@liveswitch.io to discuss additional assistance you may require.
20. Will support do an architectural assessment of my platform or design the architecture for my new platform?
    • No, please contact sales@liveswitch.io to discuss additional assistance you may require.
21. What if I want a dedicated point of contact, dedicated development resource for a specific timeframe, shared slack channel with our team, or direct email/phone number assistance?
    • Please contact sales@liveswitch.io to discuss additional assistance you may require.