Availability & scope of service
This is an extra feature that is available in case the bigger customer requires a dedicated person and it’s only available for the highest plan (All-inclusive) with an additional fee of 1000€/month.
Dedicated support scope
Dedicated single point of contact
You’ll have a dedicated support agent, who you’ll know by name, dedicated to you and your business, which you can reach out to at any time.
Within the customer service manager software, you will also have access to a unique chat button that will enable you to reach your dedicated agent directly. You will also have access to their calendar and be able to schedule a call with them.
Priority access to senior agents
If you need advanced support, we’ll immediately route you to a 2nd level technical agent who has experience handling complex technical issues.
Review calls
You can book a call with your dedicated support agent for assistance, feature training, or brainstorming implementation changes to the system.
Dedicated support agent availability
Apart from 24/7 chat support on our website and standard email support, you will gain:
- Dedicated chat support from 9:00 A.M. to 5:00 P.M. CET Monday – Friday
- Calls received out of office hours will be forwarded to a voicemail, and we’ll do our best to call back/take action ASAP.
- Dedicated email support from 9:00 A.M. to 5:00 P.M. CET Monday – Friday
- We will collect emails received outside of office hours; however, we can guarantee no action until the next working day.
- Dedicated call support: You can book a call with your dedicated support agent based on their calendar availability.
VIP SLA response times
| Severity | Definition | Targeted Initial Response Times | Targeted Follow-up Response Times |
| Severity 1 Critical | Service is down or unavailable. The situation halts customer business operations, and no procedural workaround exists. | 1 hour or less. | 4 hours or less. Support agents will work with our admins to restore the service as soon as possible. |
| Severity 2 High | Significant performance degradation. Cloud services are operational but exhibit highly degraded performance to the point of significant impact on usage. | 1 hour or less. | 4 hours or less. Support agents will work with our admins to restore the service as soon as possible. |
| Severity 3 Standard | A partial loss of cloud services with an impact on customer business. For example, new emails are not being fetched, or a specific integration is not working. | 2 business hours or less. Your dedicated agent will initiate contact within 1-2 hours, typically right away. | 2 business days or less Your dedicated agent will handle all communication and keep you in the loop. |
| Severity 4 Bugfix | Inquiry regarding a bug (a non-critical issue). For example, you’re experiencing a specific malfunction when using LiveAgent (e.g., a specific rule condition does not work or similar). | 1 business day or less Your dedicated agent will contact you within 24 hours, typically right away. | Your dedicated agent will handle all communication and keep you in the loop. |
| Severity 5 Request | Request for a setup consultation, new feature suggestion, or any other question for our support. For example, setting up automation rules, consulting a use case, asking about a feature, or similar. | 1 business day or less. Your dedicated agent will contact you within 24 hours, typically right away. | Your dedicated agent will handle all communication and keep you in the loop. |
Try LiveAgent Today
We offer concierge migration services from most of the popular help desk solutions.
3,000+ reviews 
Introducing LiveAgent’s new AI-powered feature in the works
LiveAgent, a customer service software, recently received 19 awards in Q1 of 2021 from prominent software review platforms such as GetApp and G2. The software uses machine learning applications like chatbots, virtual assistants, email verification tools, and behavioral/trend analysis tools to improve the customer experience. LiveAgent has also released updates to improve the software and fix various concerns. The company aims to provide customer service software that integrates with various systems for startups.
Videos - Liveagent Webinar 2 Email Automation Sla
The LiveAgent Webinar 2 discusses SLA automation rules, email organization, and automation departments and templates. It emphasizes the usefulness of departments for organizing tickets, setting up SLA automation, and running reports for multi-brands. The video also covers setting up email accounts and departments, adding agents to departments, and configuring email templates. A free account can be created, and there are related articles and webinars available. LiveAgent is a customer service software that offers various features and integrations, and a demo can be scheduled.
One help desk solution for different industries
LiveAgent is a versatile help desk solution that can be used in various industries. It offers benefits such as no setup fee and 24/7 customer service. With LiveAgent, businesses can improve their customer experience, cut down response times, and decrease ticket volume. It is adaptable to the needs of different industries, with use cases and testimonials available. A free trial is available for 7 or 30 days, and no credit card is required.
LiveAgent is a highly rated help desk software for SMB in 2023 with over 130 features and 200+ integrations. It offers a free 14-day trial and provides multiple support options. Clockify, a web time tracker and timesheet app, can be seamlessly integrated with the LiveAgent system. Additionally, ProjectManager.com offers integration for managing agents, departments, and creating new tasks/projects/timesheets. LiveAgent is also positioned as the best alternative to Olark for those looking for more than just live chat. Contact and support information is available, and LiveAgent can improve customer relationships and communication without draining your budget.
