Lifesize Offers New Financially Back Service Level Agreement
Lifesize, a global provider of award-winning audio, web and video conferencing technology, now offers customers a financially backed Service Level Agreement (SLA) supporting the reliability and availability of its cloud-based video service. The introduction of the SLA for Lifesize Extreme Support customers adds an important new element to the company’s award-winning customer service and support offering.
When communication and collaboration are mission-critical to business outcomes, the reliability and availability of collaboration services is critical. Slow, spotty or down services have tremendous impact on a business, leading to the potential loss of productivity and opportunity. Traditionally, cloud-based video conferencing vendors have shied away from owning accountability for their services, which leaves their customers at a massive disadvantage without many options for recourse. This SLA is one more way Lifesize is showing its dedication to and obsession with its customers’ success and happiness.
“Lifesize video conferencing is integral to our customers’ daily operations. They rely on us to help them get their business done, and we take that responsibility very seriously,” said Craig Malloy, CEO of Lifesize. “We’re putting the skin in the game by making this promise, and showing our customers that we’re committed to their success.
The meaningful investments that we are making in our platform, along with the industry-leading performance, reliability, security and scalability we achieve through our partnership with SoftLayer®, an IBM Company, gives us extremely high confidence in our ability to deliver the best possible experience. We want our customers to see and share this confidence.”
Lifesize’s SLA guarantees 99.9 percent availability for its video conferencing customers with Extreme Support, subject to limited expectations. Extreme Support – which offers 24/7/365 access to Lifesize’s award-winning support team as well as dedication on-boarding and lifetime account management – is included with Lifesize’s Enterprise plans and available to Premium plan customers for a fee. This SLA covers the ability for customers to sign into and initiate a video call through the cloud-based service, and commits to less than 0.1 percent unplanned downtime per month. If Lifesize fails to deliver on this unparalleled level of service, the customer will be eligible to receive a 10 percent service credit of its monthly contract value toward its next annual subscription renewal.
Lifesize’s video-based communication and collaboration technologies are unrivaled in meeting the intense demands of today’s enterprise, while remaining accessible to businesses of any size. Often, organisations work with five or more vendors to give employees the collaboration tools they need. Lifesize is the only company to bring together a radically simple audio, web and video conferencing service with award-winning HD camera systems and HD phones. And, the combination of features rolled into one app – including chat, instant and scheduled calling and recording – are intuitive and built to meet users’ needs.
Since the launch of Lifesize Cloud, the company has added more than 3,000 customer accounts –including Twilio©, Return Path© and Evolution Gaming©.
Read the official press release from Lifesize here.