How LiveWhale Support Works

There are two types of support available for LiveWhale customers: Basic online support and personalized email support. For complete terms, see our Service Level Agreement; the following is a less formal summary of how it all works. 

 

Basic online support is available to all LiveWhale customers, via this site and its affiliated forum.

Using the Support Forum

  • Available for all LiveWhale users and developers to post and discuss issues, questions, bug reports, new features, and best practices.
  • Issues posted may be answered by White Whale staff or LiveWhale developers at other institutions.
  • We’ll happily diagnose bugs and suggest fixes on the forum using
    • general knowledge of LiveWhale
    • understanding or reproducing the issue based on how it’s described or examples shared
    • looking at the issue in a browser (web inspector / view source only)
  • However, we won’t log in to your LiveWhale installation or server directly when replying in the Forum. For this kind of targeted hands-on support, use the billable Help Request Form or Personalized Email Support.

Making a Help Request

  • This form can be used for reporting bugs, problems, or hosting issues specific to your installation.
  • These are generally treated as work orders and tend to be for hands-on, billable work.
  • Any users can submit the Help Request Form to report issues and outages. We will copy your Designated Support Contacts on all replies to submitted requests before undertaking billable work.

Response rate and pricing for issues reported using the Help Request Form:

Type Hourly rate Expected Initial Response Expected Resolution
Emergency issues $400 <1 hour Same day
Non-emergency issue remediation $300 1–5 business days Within 2–4 weeks
Fixes to bugs in LiveWhale Core Free At White Whale’s discretion Future release at White Whale’s discretion

Personalized email support allows direct email contact with our team, and requires pre-purchasing support hours.

  • Communicate via an email address personalized for your organization
  • Includes two annual check-in meetings
  • Support hours can be used for ongoing support, specific projects, upgrade assistance, or general Q+A

Pricing

Personalized email support is available by purchasing one or more blocks of support hours, with greater discounts for larger blocks. Packages range from 12 hours ($3K) to 80 hours ($16K) — see full details in the Service Level Agreement for current options.

You can purchase support hours at any time; hours expire 12 months from date of purchase. We’ll send you a status update email every quarter with information about your remaining hours.

 

For complete terms, see the Service Level Agreement.