Our business days are Monday through Friday, excluding Canadian holidays.

Our hours of operation are 9AM to 5PM Pacific Standard Time on business days.

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 any error reported by a customer.

No, the LiveSwitch Cloud SLA (Service-Level Agreement) is available at https://liveswitch.io/terms-conditions. 

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.

No, this SLA is for non-open-source LiveSwitch Inc. products that are utilized within the customer’s own systems.

• 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.

The commitment set forth above does not apply to issues that are: 

• Due to factors outside of LiveSwitch Inc.’s reasonable control (for example, a customer’s network or device failure).

• The result of 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.

They will learn the customer’s use case, requirements, and implementation, and ensure the customer gets the information and support they need to succeed.

A one-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 to provide guidance in how LiveSwitch products can help you reach your goals.

They will provide invited customers with an early insight into LiveSwitch products' near and long-term future.

Please contact sales@liveswitch.io to discuss a custom support plan.

Cloud Support includes:

• 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 practices 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. 

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.

No, the support team does not set up your infrastructure. We will be glad to answer questions and guide you through setting it up yourself. Please contact sales@liveswitch.io to discuss additional assistance you may require.

No, the support team does not performance tune your infrastructure or optimize your application. We will be happy to answer questions and guide you through doing it yourself. Please contact sales@liveswitch.io to discuss additional assistance you may require.

No. Please contact sales@liveswitch.io to discuss additional assistance you may require.

No. Please contact sales@liveswitch.io to discuss additional assistance you may require.