UK Location & Contact Details:
| Phone: | 020-7183-1411 |
| Email: | support@livelinktechnology.net |
| Address: | McCormack House, 56A East Street, Havant, PO9 1BS |
US Location & Contact Details:
| Phone: | +1-949-664-1347 |
| Email: | usa.support@livelinktechnology.net |
| Address: | LiveLink Technology Inc. 7545 Irvine Center Drive Suite200 Irvine, CA 92618 USA |
Standard Opening Hours:
| Monday-Friday: | 9am-5.30pm |
| Weekends and Bank Holidays: | Closed |
These are standard opening hours, and will be affected by bank holidays or occasional changes.
If you have a technical issue to report, please submit a ticket to our support team either via our Support Portal or via email at helpdesk@livelinktechnology.net whereby your ticket will be triaged, processed and resolved accordingly.
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Service Framework
Support Plans Available
| Bronze | Silver | Gold | Platinum | |
| Software Updates | ||||
| Fast Track Replacement | ||||
| Hardware Warranty | ||||
| Beta Release Eligibility | ||||
| Peripherals Warranty | ||||
| Hot Swap Kiosk Replacement | ||||
| Media Reader Warranty | ||||
| Master Class Training | ||||
| Rapid Support | Ticket support via JIRA | |||
| £15 per 15 min block | Phone support included | |||
| Hard Drive Swaps | £65 | £33 | 1 x Per Year | |
| Site Visits | Standard Call Out & Hourly Rates | 1 x Per Year* | ||
*1X free routine site visit per lab per year with up to two hours on site for preventative maintenance and training (plus extra hour for each system in Platinum contract). Booked 4 weeks in advance. NOT a substitute for urgent engineer visits which remain at normal call-out and hourly rates.
Continuous Renewal Bonus
If you renew your kiosk contract seamlessly without a break, you will receive £150 reduction per kiosk on the standard contract prices. The continuous renewal prices are listed below:
| Bronze | Silver | Gold | Platinum | |
| 1 Instore Kiosk | £195 | £295 | £445 | £645 |
| 2 Instore Kiosks | £175 | £270 | £405 | £545 |
| 3 Instore Kiosks | £150 | £240 | £360 | £495 |
| 4 Instore Kiosks | £130 | £210 | £315 | £445 |
| 5+ Instore Kiosks | £110 | £180 | £270 | £395 |
| Bronze | Silver | Gold | Platinum | |
| 1 Instore Kiosk | £345 | £445 | £595 | £795 |
| 2 Instore Kiosks | £325 | £420 | £555 | £695 |
| 3 Instore Kiosks | £300 | £390 | £510 | £645 |
| 4 Instore Kiosks | £280 | £360 | £465 | £595 |
| 5+ Instore Kiosks | £260 | £330 | £420 | £545 |
Please note: multiple Kiosk discounts are on a single site basis. All prices quoted exclude VAT. Discounts will be applied after the first year of service from LiveLink. Discounts will only be applied if you show a continual payment history. Please contact us for further details should you require them.
The Benefits in Detail
Software Updates
Benefit from new features, better performance and new products & designs - regularly released for free to all kiosks in contract (assuming hardware compatibility).Fast Track Replacement
Should you need to replace any part of your system, we will normally post the item to you the same working day if the request is received before 3pm.Hardware Warranty
This covers the kiosk's RAM, CPU, Motherboard, Hard Disk and Power Supply against mechanical failure.Beta Software Eligibility
Take advantage of pre-release software and take part in developing the future of the kiosk. Option available to Gold and Platinum Contact customers only.Peripherals Warranty
This covers the touchscreen monitor, receipt printer, keyboard and mouse against mechanical failure.Hot Swap Replacements
Should we need to repair your kiosk, or a major portion of it, rather than waiting to receive your return, we will dispatch replacement parts immediately.Media Reader Warranty
CD/DVD/Blu-ray Writers & Card Readers are considered consumables and as such are not covered by warranty. Discounts are available on replacements for kiosks in contract, however, please note that up to one card reader board or CD/DVD/Blu-ray replacement is covered as part of the site visit for Platinum Contract customers.Master Class Training
Optional four hours of master class training at LiveLink HQ per year (per lab, not per machine).Hard Drive Swaps
Should your hard drive have a fault, then a swap out drive can be sent to you. You only need to pay for the return postage of the old hard drive.Rapid Support
Gold & Platinum clients receive access to our online ticket environment for a rapid response. Alternatively, you can call us direct in the UK.Site Visit
Option for a LiveLink engineer to visit your Lab. Free for Platinum Contract holders (see note in Support Plan table above). Standard rates apply to all other contracts.Extra Services Available
The LiveLink Team can often provide a bespoke service for your photo lab by prior agreement and with a suitable lead-in timeframe.
This could include:
- Template design and creation
- Website design and alterations beyond any initial set-up
- Graphic design Services from logos to adverts
- Engineer site visit
- Technical training beyond any initial free hours allocated
- Software development
A standard rate of £60/ph applies for most extra services outside our Support Plans in the Service Framework. For Software Development, the costs may be higher than this but will be agreed with you in advance. Travel costs are charged at 50p/mile and delivery at cost.
LiveLink might also be able to provide replacement/additional parts should you wish to purchase them separately. Please contact Technical Support to find out more.
