Skip to main content

Contact LiveAction Support

Contact Tech Support
Contact Sales

For technical support and services:

  • Open a Support Case using the form below
  • Call us at 408-217-6501
    • Priority 1 issues: support is provided 24x7x365.
    • Priority 2-4 issues: support is provided Monday–Friday 24×5 (All Time Zones)
      • Except US Holidays (Year 2024)
Company Holidays Date
New Year’s Day (Observed) 01/01/2024
Employee Appreciation Day 01/02/2024
Martin Luther King Jr. Day 01/15/2024
President’s Day 02/19/2024
Memorial Day 05/27/2024
Juneteenth 06/19/2024
Independence Day 07/04/2024
Labor Day 09/02/2024
Thanksgiving Day 11/28/2024
Native American Heritage Day 11/29/2024
Christmas Day 12/25/2024

Open A Support Case

To report a problem with, request the addition of a feature for, or ask a question about LiveAction software products, please fill out the form below as fully as possible. If you are a Technical Support Services Agreement holder and your request is related to a Priority 1 outage, please call 408-217-6501 so that we can assist you sooner.

Issue Priority Support Process Definition Issue Examples
Priority 1
(Critical: Impacting Operations)		 Technical Support Team (TST) responds within one business hour The customer’s network or environment is down or there is a critical impact to their business operations and the source of this outage is directly related to LiveAction software. Server/Node is unreachable due to crashing, unable to login, etc.
  • LiveWire/LiveCapture/LiveNX:Server/Node/POC/Lab Unusable (Service Status Down) or Unable to Login
  • LiveWire/LiveCapture/LiveNX Appliances: Production Hardware failures (i.e., Hard Drive)
  • LiveNX: Node Unusable (Node Status Disconnected/Down)
  • LiveNX: DB grows exponentially affecting another virtual machine due to thin provisioning.
  • LiveNX: Network devices down due to high CPU/memory utilization after provisioning NetFlow template using LiveNX application.
Priority 2
(Major: Functionality Severely Impaired)		 Technical Support Team (TST) responds within two business hours The LiveAction software running on the customer’s servers or client workstations has failed to function properly.
  • LiveWire/LiveCapture/LiveNX: Client Unusable (HTML 5 client (Web UI) page unavailable) (Java Client hangs or throws unhandled exceptions error after login)
  • Omnipeek/LiveNX Client: Unusable (Crash/failed to load)
  • LiveNX: Performance Issue
Priority 3
(Normal-General Problem)		 Technical Support Team (TST) responds within four business hours Moderate loss of LiveAction Software application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, convenient workaround exists.
  • LiveNX: Running LiveNX report slow or throw an error
  • LiveNX: Devices unavailable due to SNMP polling issues
  • LiveWire/LiveCapture/LiveNX: Web UI page slow to navigate.
  • Omnipeek Client/Capture Engine: Throws unhandled exception error when using certain feature but does not prevent the user from using the application.
  • LiveWire/LiveCapture/Capture Engine: Performance related issue (Packet Drops)
Priority 4
(Low-Information Request)		 Technical Support Team (TST) responds within eight business hours The customer requires information or assistance with LiveAction product capabilities, installation, or configuration.
  • Installation/Deployment
  • Configuration
  • Upgrades
  • Question regarding how to use the product