LiveTime Software ships full J2EE implementation of LiveTime Support 2.0

Press Release
LiveTime Software ships full J2EE implementation of LiveTime Support 2.0.
Newport Beach, United States - 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.
About LiveTime Software Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, ITIL service management, help desk and support automation software for medium to large enterprises. Many global 2000 organizations and educational institutions use LiveTime's vendor-neutral solutions to lower their costs and improve customer satisfaction. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com
Media Relations Contacts USA: Bill Gram Reefer reefer@worldviewpr.com Suite 780, 4100 Newport Place, Newport Beach, CA 92660, United States of America Phone: +1-949-777 5800, Fax: +1-949-752 1649 Europe: Mike Fellows mike@livetime.com Suite 5, 107 Promenade,Cheltenham, Glos GL50 1 NW, United Kingdom Phone: +44 (0) 1242 580090, Fax: +44 (0) 1452 700150 Asia Pacific: Julie Torpy julie.torpy@livetime.com Level 5, 22 William Street, Melbourne, VIC 3000 Australia Phone: +61-3-9620 7588 Fax: +61-3-9620 7533
Copyright © 1999-2008 LiveTime Software, Inc. All rights reserved. LiveTime and the LiveTime logo are registered trademarks of LiveTime Software, Inc. Other company and product names may be trademarks of the respective companies with which they are associated.

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LiveTime Software ships full J2EE implementation of LiveTime Support 2.0.

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