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Introduction

The LiveVox Status Page provides information about the operational state of the LiveVox platform components and the reported incidents. In addition, the Status Page contains updates related to system outages and maintenance, live and historical data on system performance, and service interruptions.

Accessing the Status Page

Before You Begin

Ensure that your account is set up by the LiveVox Customer Care Team.

To access the Status Page:

  1. Go to https://statuspage.livevox.com/.
  2. Enter your email address and password, and then click AUTHENTICATE.
    The LiveVox Status Page appears.

Status Page

Status Information

The following information about the status is displayed on the Status Page:

  • Overall status (for example, Operational) for the last 90 days, including the current day.

  • Overall uptime percentage for the last 90 days, including the current day.

  • Status for each day represented as a red or green bar.

Status Information Levels

The status information is displayed at the following levels:

  • Platform environment (for example, LiveVox 15 NA3): The information at this level is displayed by default within a section.

    You can see the number of components that suffered an outage for a given day by hovering over the red bar for that day.

  • Component within a platform environment (for example, ACD within LiveVox 15 NA3): The information at this level is displayed when you click plus icon within a section.

    You can see the duration of an outage for a given day, including the related incidents, by hovering over the red bar for that day.

Status Indicators

  • The status Operational (green) indicates that the components are operating with no issues.
  • The status Service Disruption (red) indicates that a component is operating with issues. 
  • The status Partial Service Disruption (orange) indicates that a specific version of a component is affected, however, the instance of the component that you are using is unaffected.

    A service disruption that lasts more than 10 minutes generates an incident ticket.

  • A red bar indicates that a component suffered an outage.
  • A green bar indicates that no downtime was recorded.

Past Incidents

The Status Page also displays the Past Incidents section, which contains a list of the reported incidents and maintenance for the last fifteen days, including the current day.
Past Incidents Section

  • You can access an incident or maintenance to see which platform, environment, and component were affected by clicking the title of the incident or maintenance.
  • You can go back to the home page from the incident or maintenance page by clicking Current Status.

Accessing Historical Uptime

To access the historical uptime, on the Status Page, click View historical uptime.
A page displaying the Uptime tab appears. 

  • A red bar indicates that a component suffered an outage. 
  • A green bar indicates that no downtime was recorded for the associated day.

Uptime Tab

  • You can filter the uptime based on a component by using the drop-down list box that displays the platform environment.
  • You can access the history for a different period by using the navigation icons that appear on either side of the period (for example, February 2021 to April 2021).
  • You can see the number of components that suffered an outage for a given day by hovering over the red bar for that day.
  • You can go back to the home page from the incident or maintenance page by clicking Current Status.

Accessing Incident History

To access the history of all incidents, on the Status Page, in the Past Incidents section, click Incident History.
A page displaying the Incidents tab appears. 

Incidents Tab

  • You can filter the incidents based on a component by using Filter Components.
  • You can access the history for a different period by using the navigation icons that appear on either side of the period (for example, February 2021 to April 2021).
  • You can go back to the home page from the incident or maintenance page by clicking Current Status.

Subscribing to Updates

You can subscribe to system updates and incidents via email or text message. If you have subscribed via email, you are notified of incidents when they are created, updated, or resolved. If you have subscribed via text message, you are notified of incidents when they are created and resolved.

To subscribe to updates:

  1. On the Status Page, click SUBSCRIBE TO UPDATES.
    A pop-up window appears.
  2. If you want to subscribe via email:

    1. Click email icon, and then click SUBSCRIBE VIA EMAIL.
      A page displaying the Components section appears. This section displays the components for which you can receive updates. By default, the checkboxes next to all components are selected.

    2. Clear the checkboxes next to the components for which you do not want to receive updates.

      • You can clear all checkboxes simultaneously by clicking Select none.
      • You can select all checkboxes simultaneously by clicking Select all.
    3. Click SAVE.
      You are subscribed to updates via email. An email from LiveVox Status Page confirming your subscription is sent to you.

  3. If you want to subscribe via text message:
    1. Click phone icon.
    2. In the drop-down list box, select your country.
    3. In the text box, enter your phone number.
    4. Click SUBSCRIBE VIA TEXT MESSAGE.
      A page displaying the Components section appears. This section displays the components for which you can receive updates. By default, the checkboxes next to all components are selected.
    5. Clear the checkboxes next to the components for which you do not want to receive updates.

      • You can clear all checkboxes simultaneously by clicking Select none.
      • You can select all checkboxes simultaneously by clicking Select all.
    6. Click SAVE.
      You are subscribed to updates via text message.

Managing Your Subscription

You can unsubscribe from updates or modify your subscription preferences.

LiveVox continues to add new components. You can manage your subscription to receive notifications for the new components.

To manage your subscription:

  1. On the Status Page, click SUBSCRIBE TO UPDATES.
    A pop-up window appears.
  2. If you want to manage your email subscription:

    1. Click email icon, and then click MANAGE MY SUBSCRIPTION.
      A page displaying the Subscriber and Components sections appears. In the Components section, the checkboxes next to components for which you receive updates are selected.

    2. If you want to unsubscribe from updates via email:
      1. In the Subscriber section, click Unsubscribe from updates.
        The Unsubscribe window appears.
      2. Click UNSUBSCRIBE FROM UPDATES.
        You are unsubscribed from updates via email. An email from LiveVox Status Page confirming that you are no longer subscribed to updates is sent to you.

        You can resubscribe to updates. 

    3. If you want to modify your email subscription preferences, in the Components section, select the checkboxes next to the components for which you want to receive updates, and clear the checkboxes next to the components for which you do not want to receive updates.
    4. Click SAVE.
      Your subscription preferences are saved.
  3. If you want to manage your text message subscription:

    1. Click phone icon.
    2. In the drop-down list box, select your country.
    3. In the text box, enter your phone number.
    4. Click SUBSCRIBE VIA TEXT MESSAGE.
      A page displaying the Subscriber and Components sections appears. In the Components section, the checkboxes next to components for which you receive updates are selected.
    5. If you want to unsubscribe from updates via text message:
      1. In the Subscriber section, click Unsubscribe from updates.
        The Unsubscribe window appears.
      2. Click UNSUBSCRIBE FROM UPDATES.
        You are unsubscribed from updates via text message.

        You can resubscribe to updates. 

    6. If you want to modify your text message subscription preferences, in the Components section, select the checkboxes next to the components for which you want to receive updates, and clear the checkboxes next to the components for which you do not want to receive updates.
    7. Click SAVE.
      Your subscription preferences are saved.


LiveVox Customer Care Contacts

24 Hour Customer Care Line: (888) 477-3448
LiveVox Customer Care Email: customercare@livevox.com
 
This document is an unpublished work protected by the United States copyright laws and is proprietary to LiveVox, Inc. (“LiveVox”).  Disclosure, copying, reproduction, merger, translation, modification, enhancement, or use by anyone other than authorized employees, clients or licensees of LiveVox, and its affiliate companies, without the prior written consent of LiveVox, is prohibited.  This document is intended as a guide to assist users of systems provided by LiveVox, and does not constitute the provision by LiveVox of any legal or compliance advice.  Compliance by authorized clients or licensees of LiveVox with all applicable local, state, federal, or foreign laws and regulations is the sole responsibility of those authorized clients or licensees.  Further, features and services that rely on third party performance are subject to the errors and omissions of those third parties, over which LiveVox has no control.  LiveVox therefore disclaims all liability resulting from or arising out of any services supplied by or through any third-party vendor or any acts or omissions of the applicable third party vendor.  Additionally, LiveVox makes no representations or warranties with respect to the accuracy of content supplied by parties other than LiveVox. 


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