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Table of Contents » Linktivity WebDemo » Customer Support
Customer Support
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Linktivity offers its WebDemo customers several kinds of support: by phone and email, by providing online documentation and also through live assistance.
Review Overview
This review discusses the following aspects of Linktivity's customer support:
Support by Phone
Telephone support services are available at the number 800-200-2766 Monday through Friday, 7:30 am - 4:00 pm (GMT -7). Calls to this number are only toll-free in the US.
Support by Email
Linktivity's Technical Support department handles email requests promptly, politely and adequately (support@linktivity.com).
Online Documentation
The main WebDemo user guide is available through a help button on WebDemo host control panel and from the navigator menu in the central meeting area. After purchase the user guide is provided as a PDF file in the Manuals folder of the installation package. For the most part this user guide has been updated to reflect the changes in version 4.0 of the software.
In addition to this documentation Linktivity offers a technical FAQ page, an efficient knowledge base and several white papers. Except for the knowledge base articles most of these documents are in PDF format.
Live Assistance
A vendor of the live assistance software WebInteractive, Linktivity naturally provides the option to chat live with a technical support representive, from 7:00 am - 4:00 pm (GMT -7).
Support Contract
At a fee of US$199 Linktivity offers its customers a technical support contract for a maximum of five incidents per year. Support requests done under this contract are exclusively dealt with by phone.
Maintenance Agreement
On top of the prices in the pricing chart Linktivity offers a maintenance contract charged at 20% of the purchase price. This percentage is common in the industry of business software. The maintenance agreement (a PDF) is titled "Linktivity(TM) Technical Support & Annual Maintenance Agreement". In addition to technical support the maintenance contract covers all major and minor software upgrades and patches.
Cons
- Linktivity does not provide an online user forum or other means by which customers can share experiences with each other.
- The online support documents (FAQ, knowledge base, white papers) seem to apply to older versions of WebDemo only. As far as written documentation is concerned users of the 4.0 version only have the user guide at their disposal.
- Some support pages, for example Linktivity's main support page, still refer to the previous company owning Linktivity, Converging Technologies. Linktivity is currently owned by Inter-Tel. Although this may not affect the quality of the provided support, it still is confusing to WebDemo customers to see outdated information on a vendor's website.
- The working hours of Linktivity's Technical Support department are clearly tailored toward customers in the US, but they are not convenient for customers in other parts of the world.
Conclusion
Linktivity provides a broad range of customer support options. To see how their customer support compares to that offered by other tools reviewed in the Guide, consult the Customer Support Comparison Table.
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Posted on June 20, 2003 at 10:20 PM
Updated on December 25, 2004 at 05:47 PM
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