Why Purchase a Support
& Maintenance Plan?
Included Services
Live Support
By maintaining an active maintenance plan, you will receive technical support during business hours. If you have an emergency (depending on severity), we offer 24/7 support. Our LiveAction experts will be able to answer questions you have on our LiveAction products, provide guidance for installation and deployment, and resolve issues you encounter in product operation.
Contact our technical support at: [email protected] or 408-217-6501.
Software Upgrades & Patch Releases
With active maintenance, you will be able to receive patch or functional enhancement releases as such revisions become available to LiveAction customers.
Hardware Repair & Replacement
Direct telephone and email access to senior-level analysts for expedited troubleshooting of hardware issues. On-Site dispatch of service technician and/or warranty parts to customer’s business location for repairs and resolution necessary due to a defect in materials or workmanship on the supported system.
Insightful Content
Set-up, installation or configuration questions? Get quality answers fast. Access to our step-by-step User Guide documentation, datasheets, FAQs and other helpful solution documents will be available to you at any time.
How to Purchase Your Initial
LiveAction Maintenance Plan
You can obtain a maintenance plan at the time you initially purchase LiveNX. You may purchase a maintenance plan directly from LiveAction, a LiveAction channel partner, or from the Cisco GPL. You can choose from three maintenance term options:
One-year contract
Three-year contract
Five-year contract
How to Add, Renew, or Expand a LiveAction Maintenance Plan for an Existing LiveNX Installation
Please contact your Customer Success Manager at [email protected] or 1-888-881-1116 if you’re planning to add, renew or expand your maintenance plan. You can add additional device coverage to your maintenance plan by co-terming maintenance to a single expiration date. Additionally, existing LiveAction customers under an existing maintenance plan, will get a reminder from their designated Customer Success Manager three months prior to the expiration date of their maintenance contract.
“Tremendously powerful tool for improving efficiency.”
– Scott Wilson, Systems Engineer Manager at Cisco
FAQs
To renew your maintenance plan, contact LiveAction sales at [email protected] or 1-888-881-1116. Otherwise, you will be contacted three months before your maintenance plan expires.
When does my maintenance plan expire?
You may find the maintenance expiration date by looking at your LiveNX Server Management Console or the About section of the LiveNX web client. If you have a perpetual license, you will see a specific maintenance expiration date noted. If you have a subscription license, you will only see a license expiration date, which also notifies you when your included services will end. You may contact [email protected] or 1-888-881-1116 to renew your subscription.
Will I be informed when the maintenance is about to expire?
You will receive a reminder through email or telephone from your Customer Success Manager within three months prior to your maintenance expiration date.
Where can I download the latest version of the LiveNX software?
Please go to www.liveaction.com/download/ to download the latest version of the LiveNX software. You must have an active maintenance plan to upgrade your installed software to the next major release version (7.x to 8.x, 9.x and on).
What is the consequence of not maintaining an active maintenance plan?
If you own a perpetual license, but your maintenance plan has lapsed, there may be an additional cost to bring the plan current. For example, if your maintenance plan has lapsed for 6 months, the cost for those 6 months will be included in your maintenance plan renewal.
Can you tell me the total cost of renewing/reinstating the maintenance plan of all my licenses?
Please ask your Customer Success Manager at [email protected] or 1-888-881-1116 to inquire about the total cost of renewing or co-terming your maintenance plan.
How can I request pricing?
Please contact your designated Customer Success Manager at [email protected] or 1-888-881-1116 and provide your company name, so that we can locate your purchase records more easily.
Additional Services Available
from LiveAction
Advanced Services
Customers—Our LiveAction professional services team provides basic to advanced consulting services. During each visit, they will be available to install and configure LiveNX on-site. Types of Professional Services include, but are not limited to:
- LiveNX Base Deployment and Configuration
- WAN Capacity Planning
- QoS Monitoring & Configuration
- Voice & Video Optimization LiveNX Cisco
- SDWAN Integration and Monitoring LiveNX
- Cloud Monitoring Implementation
- LiveWire Deployment & Integration
For additional information and pricing, please contact your designated Customer Success Manager.
Training
Customers—Our Training Services will help your IT department get up-to-speed on everything there is to know about LiveAction products. During our instructor-led online or on-site training courses, or self-paced e-Learning you will learn:
- Skills to apply proactive network maintenance and quick troubleshooting
- Appropriate expertise to ensure superior network availability and quality
- How to make the most of your network investment and lower operating costs
Customers who would like to sign up for training, please contact: [email protected]