Service Level Agreement
1. Support
Phonism is responsible for providing technical support directly to Customer and Customer’s authorized representatives or agents. White-label customers that are rebranding our portal and reselling are responsible for providing tier one support to those resold customers.
2. Customer Success Hours of operation
Our Customer Success Team operates between the hours of (0900 EST - 1700 EST) excluding U.S. national holidays or periods of time communicated in advance. Emergency on-call support is available outside of these hours, please contact your account manager for more information.
Standard Hours: 0900 EST - 1700 EST Mon- Fri
Extended Hours*: 17:01 EST - 08:59 EST Mon - Fri | 00:00 EST - 23:59 EST Sat - Sun
3. Case Creation and Tracking
Customer or their authorized Agents will contact Phonism’s customer success team through the creation of a support request, from the widget in the admin portal or at the help.phonism.com portal. Requests opened by other means will default to minor severity.
The creation of a Request allows Phonisms’s customer success team and Customer’s authorized agents to follow up on and track the case with transparency and efficiency. Customers with multiple authorized agents will be able to see the status of all cases associated with that organization.
4. Case Escalation
An escalation can be requested on a request from within the help.phonism.com portal. Requesting an escalation should be used in the event that new details have come to light that may increase the severity. A detailed explanation and comments are required on the escalation request.
5. Severity Definitions & Response Times
All cases escalated by Customer to Phonism should be assigned the appropriate severity (by Customer’s agents) from level based on the descriptions below. Requests opened by emailing support@phonism.com will default to Minor severity. Company response time is based on the severity of the issue and Customer priority. A response is defined as a notification or update from Company acknowledging the issue and/or laying out a specific plan and timeline to resolve. Response time is calculated during applicable Support Hours from the time the Customer dispatches the request to Phonism until the time when Phonism provides a response to the request; note that a response may not constitute a work-around or a permanent solution.
If the designated customer contact on the request is not available to engage in this effort, or the customer's authorized agent(s) refuses to implement the steps suggested to troubleshoot or correct the issue, Phonism may reduce the severity level.
|
Severity |
Description and Qualifications |
Support Hours |
Response Time |
Resolution Effort |
|---|---|---|---|---|
|
Emergency |
Emergency on-call support is available please contact your account manager for more information. An emergency incident occurring outside standard support hours. Major malfunction impacting an entire customer site or geographic region, a single brand of a device across the entire network, multiple brands of a device across a single customer site. Many users are unable to reasonably perform their normal functions. The specific functionality is mission-critical to the business and the situation is considered Critical. |
Extended* |
<10 Minutes |
Oncall Incident Coordination between Phonism and Designated Customer resources.
|
|
Critical |
A critical incident with a very high impact. Major malfunction impacting an entire customer site or geographic region, a single brand of a device across the entire network, multiple brands of a device across a single customer site. Many users are unable to reasonably perform their normal functions. The specific functionality is mission-critical to the business and the situation is considered Critical. |
Standard |
<30 Minutes |
Requires maximum effort from Phonism and Customer, until a fix is developed or workaround is available.
|
|
Major |
A major incident with a significant impact. Critical loss of platform functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The platform is usable but severely limited. |
Standard |
1 Hour |
Requires intensive effort from Phonism and Customer, until a fix is developed or workaround is available.
|
|
Moderate |
A moderate incident with production impact Moderate loss of platform functionality or performance resulting in multiple production users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation |
Standard |
4 Hours |
Requires moderate support effort from Company and Customer, until a fix is developed or workaround is available. |
|
Minor |
Bugs or support issues that don’t impact product usability. Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions related to configuration, best practices, implementation, specific product features enhancement or feature requests documentation questions. |
Standard |
1 Calendar Day |
Requires low support effort from Phonism and Customer, until a fix is developed, a workaround is available or an answer to the customer question has been provided. |
6. Major Incident Communications
Phonism will notify and update customers of any platform impacting incidents within a widget in our admin portal and on our status page located at our status.phonism.com portal. The portal allows Customers to subscribe to notifications and updates by Email, Slack, or RSS Feed. Other notification methods such as SMS may be added in the future based on Customer requirements
7. Scheduled Maintenance
“Scheduled Maintenance” means the time that Phonism schedules in advance to perform and implement maintenance, bug fixes, platform upgrades, and new feature releases. Phonism will provide Customers a minimum of 7 days’ prior notice before performing Scheduled Maintenance by posting an announcement on our status page, status.phonism.com.
In the event that Scheduled Maintenance includes changes or enhancements that necessitate more than eight hours of development effort from Customer (i.e. API changes), Company will (a) provide Customer at least 100 days’ notice prior to making any such changes, and/or (b) use commercially and technically reasonably efforts to maintain the legacy functionality in place for no less than 100 days after such Scheduled Maintenance. In any event, Phonism will provide no less than 30 days prior notice before making any API changes.