Customer Support (CS) is staffed with Customer facing technicians for all Tier 1 and Tier 2 support. CS is staffed 24×7 to ensure Customers are provided high-quality service around the clock. Limelight CS Technicians analyze, investigate, resolve, and facilitate escalations of any Customer reported issues or requests. Additionally the CS Technicians ensure all Customers receive timely responses and updates based on issues raised to their team.
Tier 1: First response organization consisting of System Administration technicians and Engineers with Software as a Service (SaaS) skill sets and capabilities to troubleshoot and resolve the majority of all Limelight Customer issues.
Tier 2: System Engineering organization that works with first response organization, Advanced System Administration, and network skill sets along with Subject Matter Experts (SME), and SaaS skills. They are responsible for troubleshooting and resolving advanced tickets.
Limelight Networks also maintains an Operations Engineering team that is staffed 24×7. This department is dedicated to providing exemplary Tier 3 Customer support via phone or email. Operations Engineering is located in Tempe, AZ at our corporate headquarters and is one of the centralized resources serving our global client base.
Tier 3: Operations Engineering works with first response teams. They are responsible for handling the most difficult and advanced problems utilizing expert level troubleshooting and analysis tools/methods.
Tier 4: Developer level Engineering and SMEs on specific software feature sets associated with specific Limelight products and services.
Limelight Premium Services functions as an operational designation overlay and Engineering Support system for our SaaS offerings. These services include Limelight Video Platform (LVP), Limelight Reach, Dynamic Site Platform, Web & Application Acceleration and more. Premium Services provides Tier 2 and 3 support engineers for these services with specialized Premium Service training and product understanding.
Customer Care Program
Within Limelight Networks Operations is the Customer Care Program. This program has many facets, but one of the primary responsibilities is using our Customer communication and feedback to drive positive change. Every time a support ticket is resolved, we send a survey to our Customer. In addition, we proactively call many of our Customers to discuss what we are doing right and what we need to improve on. This feedback along with the survey responses has helped identify many of the process changes and improvements currently underway within our Operations Division. These proactive calls are ongoing to ensure we remain on course. Customer Care can also act as liaison between Customers and Limelight Networks Customer Support to assist with communication and urgency as needed.