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Technical Support

At LinkLive our goal is to be as responsive, flexible and highly disciplined as possible, because your success is the measure of our success.

Online Technical Support

CURRENT CUSTOMERS: Log on to Online Technical Support to raise technical support tickets and check ticket status.

Live Support Hours

  • 24 x 7 x 365 Live Support for high-priority incidents

  • 7:00 AM to 7:00 PM CT M-F Live Support for all other inquiries

Phone

Regular Hours: 1.952.392.1831 x1

High-Priority Incident (After Hours) 1.952.392.1831 x1

Email

Technical Support support@linklive.ai

Chat

07:00 - 19:00 CT M-F Click to chat

What to Expect From LinkLive Support

High-Priority Incidents

  • Customers environment is severely affected

  • Performance is impacted

  • Immediate resolution is required

All Other Incidents

  • Configuration Changes

  • Service Requests

  • Advanced Configurations

Priority Definitions

Level

Initial Response Time

Definition

High

< 1 hr. provide next steps

Performance is impacted

Medium

< 4 hr. provide next steps

System Issue, workflow is not impacted

Low

< 1 day provide next steps

Non-Critical to Production

Technical Support Hierarchy

LinkLive Technical Support works in a tiered environment to ensure all customer engagements are addressed in the timeliest manner available:

  • Tier 1 engages on all Support cases - they are responsible for all service requests, engaging on high-priority incidents and initial troubleshooting for complex engagements.

  • Tier 2 engages on all Escalated Support cases and high priority escalations as required.

  • Tier 3 engages on product development and customers' Requests for Enhancements (RFE) to the LinkLive product portfolio.

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