Support Options

Our mission at LiveOffice is to provide your organization with world-class customer support that you can depend on. Our National Account Management and customer support teams are made up of highly experienced technical staff to ensure that your business never stops running.

This guide is designed to help you navigate your way through the service organization and help you understand how to use LiveOffice Client Services

LiveOffice Customer Support Manual

The LiveOffice Technical Support team is available by web, email, chat or phone. This group of highly skilled professionals is ready to help with issues from simple to complex. This team supports all of LiveOffice’s products and services.

Contact Information

Types of Support Available

Web-to-Case Information

This support process allows our clients to enter information about the support needs into a simple easy to use web form online. Immediately upon submitting the form, the user will receive an email notification back indicating that the case has been received along with a case number for future reference.

Email-to-Case Information

This easy to use process allows our clients to send an email to our support email address and receive an email back acknowledging receipt of the case along with a case number for future reference.

Chat Support Information

Online chat support is available for those that prefer to multitask during the support process. A convenient chat window is provided to document your support needs and LiveOffice representatives monitor this during the hours posted in the table above. A support case will be logged during the process and you will receive updates with your case through email including case number, case updates and resolution.

Archiving Phone Support Information

LiveOffice recognizes the importance of personal interaction with our clients which is why we offer the standard support process of calling and speaking directly to a support representative. A support case will be logged during the process and you will receive updates with your case through email including case number, case updates and resolution. Archiving support is available at the times noted in the table above. Typical support cases handled by this team include:

• Data Requests
• Administrative Functionality
• Password Changes
• Search Questions
• E-Discovery

Standard hold times to reach a representative in this team are less than 2 minutes making it a quick and convenient solution.

Email Hosting Phone Support

The email hosting support team is available 24 hours a day seven days a week for your convenience. Whether you are a National Account or a smaller regional account, the service levels are the same. This differentiates us from our competition. Upon calling the email hosting support team, A support case will be logged during the process and you will receive updates with your case through email including case number, case updates and resolution. Typical cases supported in this team include:

• Email Accounts Setup
• Password Changes
• General Email Questions
• Advanced Email Issues
• Domain Name Changes

Urgent Support Information

Urgent support is available by sending an email to the 911advisormail address listed above. This contact is reserved for emergency production down issues and is monitored 24 hours a day, 7 days a week. This can be used to support any of LiveOffice’s products or services.

National Account Support

Our National Account Support model is the premiere in the industry and provides high service levels to our largest clients. Each National Account client is assigned a single point of contact upon entering the service organization. This account manager is available to help in all areas of service to make sure you are experiencing the best service possible. National Account clients enjoy the following additional services:

• Dedicated National Account Manager with Backup
• Monitoring of Your Account
• Advanced Reporting
• Escalation Point for Issues
• Project Manager for Ancillary Projects
• Quarterly Executive Summary Reports
• Urgent Data Requests and Legacy Uploads
• Enhanced Network Incident Reporting

Support Escalations

Archive and Email Support Service Escalation

Implementation Support Escalation

National Account Management Support Escalation

LiveOffice Legacy Upload and Data Request Support

LiveOffice has a team of professionals on staff available to help you with the legacy upload process. Standard upload requirements apply as defined below. Upon receipt of your information, the upload team will begin processing your request and provide updates. A few key paramaters for creating files to send to LiveOffice for uploads include:

• PST or EML files are required
• No passwords on PST Files
• PSTs should be under 2 GB each

Data requests for SEC or FINRA exams can be initiated through the AdvisorMail website. Once LiveOffice receives the request, we begin working on creating the files. Typically, these requests will be processed within 48 hours of receipt.

Status Page Website

The status page website (http://support.liveoffice.com/system-status/us) is available for all clients to review during network incidents. It provides the most up to date status of all products for our clients.