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All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. Our service desk operators determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a TELAIR support engineer.
The following table defines the severity levels and the targeted initial response time for our support levels:
| Bronze | Silver | Gold | Platinum | |
| Priority Level | 0 | 1 | 2 | 3 |
| Email Support | ✔️ | ✔️ | ✔️ | ✔️ |
| Active device monitoring | ✔️ | ✔️ | ✔️ | |
| Phone Support | ✔️ | ✔️ | ||
| Authorized users / callers | 1 | 3 | ||
| Support Hours | ||||
| Monday – Friday (9am – 5pm) | ✔️ | ✔️ | ✔️ | ✔️ |
| Monday – Friday (5pm – 9pm) | ✔️ | ✔️ | ✔️ | |
| Weekends – (10am – 5pm) | ✔️ | ✔️ | ||
| Extended – (9pm – midnight 7d/w) | +addon | +addon |
| Severity | Description | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|
| Level 4 | Critical business impact Customer’s services have completely been impaired and connectivity offline. Should issue be un-related to internet connectivity from third party provider, issue will be categorized as level 4.For Severity Level 4 problems, we will begin work on the problem within the designated response time and handle as the highest priority until the customer is given a fix or workaround. Customer resources must be made available in Severity Level 4 situations and reasonably cooperate to help resolve the issue. Severity Level 4 problems could have the following characteristics:
|
~2h | ~90m | ~60m | ~30m |
| Level 3 | Significant Business Impact Important service features are unavailable with no acceptable workaround. Minor outages, call origination or termination issues, or fail over while internet connectivity failed or degraded. Severity Level 3 problems could have the following characteristics:
|
~3h | ~2.5h | ~2hr | ~1h |
| Level 2 | Minimal Business Impact Service features are unavailable but a workaround exists and the majority of service functions are still useable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer’s work has minor loss of operational functionality. Severity Level 2 problems could have the following characteristics:
|
~4h | ~3h | ~2.5h | ~2h |
| Level 1 | Nominal Business Impact Minor problem or question that does not affect the service function such as How To’s, documentation, general questions, or enhancement requests. There is no impact to product usage or customer’s operations. Severity Level 1 problems could have the following characteristics:
|
~48h | ~24h | ~12h | ~4h |
It is helpful to clearly explain in detail the nature and any recent changes within the network that maybe relevant to your issue when contacting support.