SERVICE LEVEL AGREEMENT

Support

 

Telestax subscription includes support for each licensed RestcommONE product instance. Support is delivered via the Telestax web support portal and phone.

The following Service Level Agreement terms apply to support:

Standard Premium Customized Support
Hours of coverage Regular business hours 24×7 for Severity 1  Contact Us 
Support channel Web Web and phone
Number of cases Unlimited Unlimited
Response times Initial and ongoing response Initial response Ongoing response
Priority 1 (Urgent) 1 calendar day 2 hours 2 hours or as agreed
Priority 2 (High) 1 business day 4 hours 4 hours or as agreed
Priority 3 (Normal) 2 business days 1 calendar day 1 calendar day or as agreed

 

* In order to provide you with 24×7 coverage, Telestax requests that you identify a dedicated point of contact who will be available until the issue is resolved.