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 | 01/01/2025 (Wednesday) |
| Martin Luther King Jr. Day | 01/20/2025 (Monday) |
| Wellness Day | 02/14/2025 (Friday) |
| President’s Day | 02/17/2025 (Monday) |
| Good Friday | 04/18/2025 (Friday) |
| Wellness Day | 04/21/2025 (Monday) |
| Wellness Day | 05/23/2025 (Friday) |
| Memorial Day | 05/26/2025 (Monday) |
| Wellness Day | 06/30/2025 (Monday) |
| Independence Day | 07/04/2025 (Friday) |
| Wellness Day | 08/01/2025 (Friday) |
| Wellness Day | 08/29/2025 (Friday) |
| Labor Day | 09/01/2025 (Monday) |
| Wellness Day | 10/10/2025 (Friday) |
| Veterans Day | 11/11/2025 (Tuesday) |
| Thanksgiving Day | 11/27/2025 (Thursday) |
| Black Friday | 11/28/2025 (Friday) |
| Christmas Day | 12/25/2025 (Thursday) |
Note: December 24th and December 31st are half-day workdays
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. |
|
| 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. |
|
| 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. |
|
| 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. |
|
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