Newport Beach, United States – December 3, 2003 - LiveTime Software, a leading developer of Real-Time Business Metrics and Business Activity Monitoring (BAM) software, today announces the launch of the LiveTime Global Community. The Community consists of three partner programs designed to address specific partner requirements and offers members significant advantages for developing their own business.

“LiveTime Software is leading the integration of Business Activity Monitoring (BAM) technology into web-based helpdesk software,” said Darren Williams, CEO of LiveTime Software. “We are now ready to invite select partners to join the LiveTime Global Community. By working together we will build, deploy, deliver and support best-of-breed solutions for our customers.”

As companies continue to adopt J2EE based solutions as a standard platform across the enterprise, independent software vendors (ISVs) will need to develop strategies exploiting the benefits of such technologies. “At LiveTime Software, our mission is to deliver the most efficient and powerful software service application, leveraging the best technologies to better serve our customers,” said Keith Woodward, director, Worldwide Marketing Programs of LiveTime Software. “This can only be achieved through a careful and deliberate approach, and today we are beginning that process.”

The LiveTime Global Community comprises the following programs:

• LiveTime Global Alliance Program - The Global Alliance Program is designed for ISVs and system integrators who offer products and services that interoperate with the LiveTime Software solutions. Complementary products from ISVs include: application servers, database platforms, enterprise resource planning (ERP) and customer relationship management (CRM) applications, system and network management applications, and many other types of software products.
• LiveTime Reseller Program - The LiveTime Reseller Program enables ISVs and Value Added Resellers (VARs) to resell LiveTime products and services. LiveTime provides training and certification to its partners to assist them to sell, deploy, manage and support LiveTime products.
• LiveTime Developer Program - The LiveTime Software Developer Program delivers a comprehensive knowledge base for the developer community. Its primary purpose is to support developers working with LiveTime Software technologies. The program provides development kits, code samples and online documentation, complemented by developer forums to enable the exchange of information and ideas among the user community. Membership is limited and subject to an annual fee.

LiveTime Software is inviting applications for membership for each program in the LiveTime Global Community. Inquires should be directed to: partners at livetime.com.

Newport Beach, CA – October 8, 2003 - LiveTime Software today released Version 2.1 of LiveTime Support, a significant upgrade to its web-based J2EE technical support and help desk solution. The update delivers major enhancements to its real-time reporting capabilities together with wide-ranging improvements in the user interface to make workflow more efficient and technical support agents more productive. Also included in this release are new features for managing assets and purchase orders, as well as facilities for migrating user and asset information from third party systems, such as Remedy and Peregrine.

“LiveTime really understand the minute-to-minute needs of a busy support technician and have built a workflow that reflects that,” said Andrew Paul, Support Manager at HRM Software. “We invested in LiveTime Support because we were impressed with its ease-of-use, intuitive workflow and open web-based architecture and we’re delighted with the enhancements that LiveTime have given us in 2.1. In particular, the improved case handling workflow will contribute significantly to making our support team more effective and responsive.”

The new XML based dynamic reporting architecture enables LiveTime Support to generate executive and technical reports in real time to either Excel or PDF. Automatic scheduling and email delivery options are also included for full unattended operation. “Delivering key business metrics for every aspect of the help desk and support system allows our customers to lower costs more than ever”, said Dr. Williams, CEO of LiveTime Software. “Customers can easily determine the number of cases that have been escalated or the performance of a technician against a geographical location without the use of third party tools.” This unprecedented power from a help desk significantly lowers the total cost of ownership and does not require complex client server installations.

As the industry’s leading J2EE Help Desk and Support system LiveTime Support continues its zero lock-in policy by expanding its deployment environments and provides support for all major databases and operating systems including Windows 2000, Solaris, MacOS X and Linux.

A summary of features in version 2.1 include:

• Dynamic XML based reporting
• Refined case management and workflow
• Powerful knowledge search capabilities using boolean and fuzzy logic.
• Migration scripts from other help desk and support systems
• New Purchase Order system
• Client and Asset import facilities
• 300% performance improvement in overall system responsiveness especially with high number of users.
• HTML based email notifications
• Asset depreciation schedules
• Unlimited Escalation pathways for each product
• Added support for MySQL 4.0

Newport Beach, CA – July 7, 2003 - LiveTime Software is now shipping version 2.0 of LiveTime Support, the company’s J2EE web-based technical support and helpdesk solution. Known for its high performance, scalability and ease of use. LiveTime Support 2.0 was successfully previewed at the Helpdesk and IT Support (HITS) industry trade show held in London, May 2003. The new version is now available at entry level pricing of $4995 (£2995). Further pricing and an online demonstration version is available at www.livetime.com.

The new features of LiveTime Support 2.0 reflect LiveTime’s commitment to providing an affordable, web-based helpdesk and support system which improves the performance of customer service operations.

“Our experience shows us that there is a significant market opportunity for moderately priced yet high quality support product that can keep up with the dynamic needs of any growing company. Technology investments are being heavily scrutinized in the current economic climate and customers need to know they are going to get a rapid ROI.” said LiveTime Software CEO, Dr. Darren Williams.

In version 2.0, LiveTime Support retains its trademark qualities of intuitive interface, rapid workflow and ease of use. Using the open standards based J2EE server architecture provides customers with zero lock-in and runs on all major platforms including Solaris, Windows, MacOS X and Linux.

Unlike many competing products, LiveTime Support offers a comprehensive range of features out-of-the-box with no hidden costs for essential functionality including reporting, service level management, knowledge management and asset management. Additionally, it supports all major databases (Oracle, Microsoft’s SQL server, MySQL, FrontBase, OpenBase, PostgreSQL) and does not penalize Enterprises with additional license fees when switching between commercial databases.

LiveTime Support 2.0 adds a powerful new escalation engine and intelligent knowledgebase searching, using “fuzzy logic” to expedite the problem resolution process. New features for LiveTime Support include enhanced reporting capabilities, PDF reporting and SMS notification, as well as the Bug Reporting Gateway and job timers.

Commenting on the positive feedback from customers and analysts, Dr Williams said, “We have been overwhelmed by the strong demand for this new approach to support and helpdesk systems. Our open standards based technology means our customers can leverage the power of J2EE and leading application servers such as BEA’s WebLogic, IBM WebSphere or open source servers such as JBOSS.”

The new features of LiveTime Support version 2.0 include:

• Intelligent knowledgebase searching, in the form of “fuzzy logic” search techniques allows users to locate relevant cases rapidly and facilitates accurate and timely problem resolution. Files saved as attachments in any of the following formats are automatically indexed and available for searching: PDF, MS Office, StarOffice, RTF and HTML.
• New cases can be automatically created with the Bug Report Gateway. Through a simple URL query system and pre-defined arguments you can create facilities in your software that use the gateway to automatically log cases in real time should your program’s own error-routing mechanisms detect any type of problem. This ensures the issue is on a path to speedy resolution.
• Integration with MS Active Directory Services (ADS) and LDAP standards allowing support staff to circumvent the login process, giving them immediate access to LiveTime Support.
• LiveTime Support’s new Escalation Engine allows system administrators and lead technicians to create multiple service layers. By acting as a sub system of the application, the escalation engine helps to prevent backlogs on the lead technicians’ desk and ensures fulfillment of service promises by automating parts of the support process and introducing configurable escalation layers. If a request has not been processed in a timely manner, it will be automatically dispatched to the next person in the management chain.
• Upgraded reporting functions allow “alerts” and notification to be routed via email and SMS services so that real-time status reports can be delivered to managers and administrators at scheduled frequencies. Reports can be customized to provide optimum presentation of information depending upon content and recipient request, making critical business information easily accessible.
• Administrators and technicians can now publish reports in PDF. Schedules can be set up to generate and distribute reports automatically to technicians, managers or relevant employees as required.
• Job timers have been included to allow accurate tracking, reporting and accounting of each case and each technician’s workload.
• Fast and easy deployment and installation. In version 2.0, installation is now even more efficient with full automation of most deployment and configuration tasks. LiveTime Support simply integrates into most commercial middleware and databases requiring minimal set-up and configuration, which significantly increases the speed of deployment, usually in only a few hours.

WWDC 2003, San Francisco – June 23, 2003 - LiveTime Software today announced the availability of LiveTime Support 2.0, for Mac OS X. LiveTime Support 2.0 for Mac OS X is a complete J2EE, web-based technical support and help desk solution providing a comprehensive scalable support infrastructure for organizations.

Offering powerful capabilities such as SMS messaging, email reporting, real-time business metrics and unlimited escalation pathways, Version 2 of LiveTime Support represents a major upgrade to the company’s help desk and support application.

“Real-time reporting is essential for any business to measure the effectiveness, cost and performance of their customer support systems,” said CEO Dr. Darren Williams. “Now with the stability of Apple’s rock-solid Mac OS X and the power of Xserve, our customers are able to scale a support infrastructure to accommodate thousands of users per server.”

“Apple’s Xserve packs phenomenal computational power, increased storage and a rich set of features into a rack-optimized enclosure,” said Ron Okamoto, Apple’s vice president of Worldwide Developer Relations. “Businesses understand the power and scalability of Xserve and Mac OS X, and LiveTime Support offers our customers a comprehensive support infrastructure running on Mac OS X.”

LiveTime Support Version 2 was announced on April 28, 2003, and begins shipping this week.

Cheltenham, United Kingdom – April 28, 2003 - LiveTime Software today announced version 2 of LiveTime Support, a major upgrade to the companys application server-based help desk and support application. Incorporating many new features including SMS and email reporting, new dashboard metrics and a powerful new escalation engine, LiveTime Support 2 also introduces knowledgebase searching using “fuzzy logic” to assist the problem resolution process.

“LiveTime Support’s application server architecture makes it a leader in a new generation of IT support systems delivering increased levels of cost-effectiveness and scalability,” said Dr Darren Williams, CEO and President of LiveTime Software. “The response from first users of LiveTime Support has been excellent and the new features have been shaped our around their feedback.”

LiveTime Support is tailored for small to medium enterprises (SMEs) and can grow to accommodate the requirements of the largest enterprise. It delivers innovative customer support and helpdesk facilities to increase the efficiency and flexibility of technical support operations, while reducing costs and improving responsiveness to customer problems. Compatible with application servers running on Windows, Mac, UNIX and Linux, LiveTime Support is a highly scalable system, which is equally easy to configure for a small support set-up as it is for thousands of users and customers. It provides a comprehensive range of features out-of-the-box, with no additional costs for essential functionality such as reporting, service level management, knowledge management and asset management.

LiveTime Support encompasses LiveTime Software’s trademark qualities of intuitive interface, rapid data processing and ease of use. Highly customizable settings, user centric interfaces and graphically rich reporting allow reports to be generated and interpreted quickly and easily. By utilizing a multi-tiered architecture, it delivers a straightforward method of expanding installations to service thousands of concurrent users and anticipates the needs of rapidly expanding companies. At HITS LiveTime will be offering special show pricing with 10-user systems being offered for just £2995, the regular price for 5-user systems.

The new features of LiveTime Support version 2 include:

• Intelligent knowledgebase searching, in the form of “fuzzy logic” search techniques allows users to locate relevant cases rapidly and facilitates accurate, timely problem resolution.
• Expanded Dashboard Metrics and enhanced reporting capabilities add flexibility for reporting at all levels. Reports are presented in a dashboard format to give users a “snapshot” of activity and instant access to key metrics in one view.
• LiveTime Support’s new escalation engine lets system administrators and lead technicians create multiple service layers. By acting as a sub system of the application, the escalation engine helps prevent backlogs on the lead technicians’ desk. This, in turn, ensures fulfillment of service promises by automating parts of the process and introducing configurable escalation layers. If a request has not been processed it will be automatically dispatched to the next person in the management chain.
• Upgraded reporting functions allow alerts and notification to be routed via email and SMS services so that, for example, status reports can be delivered to managers and administrators at scheduled frequencies. Reports can be customized to provide optimum presentation of information depending on content and recipient making critical business information easily accessible.
• Extra Database (RDBMS) support and flexibility. Version 2 now includes support for IBM’s DB2 and Microsoft’s SQL server RDBMS’s. Enterprises now have the option to switch between commercial RDBMS’s without requiring any additional modules.
• Administrators and technicians can now publish reports in PDF. Schedules can be set up to generate reports automatically and distribute them to technicians, managers or relevant employees as required.
• Job timers have been included to allow accurate tracking, reporting and accounting of each case and each technician’s workload.

Fast and easy deployment and installation of LiveTime Support is guaranteed by its application server architecture. In version 2, installation is now even more efficient with full automation of most deployment and configuration tasks. LiveTime Support simply integrates into most commercial middleware and databases requiring minimal set-up and configuration, which significantly increases the speed of deployment.

Newport Beach, California – March 3, 2003 - LiveTime Software announced that Momentum Technologies Group, an innovative streaming video solutions provider, has selected LiveTime Support to manage its new hardware and software product, SquizBiz. Momentum is one of the first companies to implement the software which embraces internet technologies to lead the way in a new generation of application server-based support systems.

Momentum Technologies Group, a recent recipient of the Telstra Broadband Fund Grant, is a fast growing company specialising in hassle-free wireless streaming video systems. Rapid growth requires the company to implement a support system that can handle technical support and an increasing number of sales inquiries.

“LiveTime gives our clients 24×7 online support access to a user-friendly, web-based approach that enables our clients to “self-serve” from an extensive knowledge base that we are constantly building,” said Adele Whish-Wilson, managing director of Momentum Group. “LiveTime enables Momentum’s technical support team to address and share jobs no matter where they are located. This helps us quickly identify support issue patterns that require correction, and provides us with comprehensive, to the minute reporting for the technical team and management.”

By implementing LiveTime Support, Momentum will reduce many of the manual processes used and significantly enhance internal productivity and customer service operations. In turn, management expect operational costs to decrease due to a much more efficient use of resources.

“LiveTime Support is a web-based application that is incredibly open and flexible,” said Dr Darren Williams, ceo of LiveTime Software. “LiveTime Support’s built-in application server provides a common framework or language that allows you to talk to any database on the planet and is the only service and support product that can be deployed on Windows, MacOS X, Solaris and Linux.”

Designed specifically for small to medium enterprise (SME), LiveTime Support can be deployed immediately, allowing companies to implement a full-featured customer support operation quickly easily and at a fraction of the normal cost. Unlike many of its competitors in the burgeoning web-based support arena, there are no hidden costs for essential functionality such as reporting, service level management, knowledge management and asset management.

LiveTime Supports highly customisable settings, user-centric interfaces and graphically rich reporting allow reports to be generated and interpreted quickly and easily. Access to the database is fast and multi-tiered allowing all users, from call center staff to senior management to access the data relevant to their needs. LiveTime Support dramatically reduces costs and improves customer relationships, by focusing on the support needs of both enterprise users and their customers.

About Momentum Technologies Group

Momentum Technologies Group is a privately held streaming media company that develops and distributes high-performance wireless video streaming solutions. Headquartered in Melbourne, Australia, Momentum provides the software, hardware and hosting services that enables businesses to communicate visually over the Internet and Intranets, saving them time and money. More information can be found at www.momentumgroup.com.au.