Service Level Agreement
Standard SLA for Gold Support Contracts
Support includes access to the Sangoma’s Support Services from within the Normal Support Business Hours for Severity Level Critical, Major & Normal events in accordance with Section 3: SLA - Service Level Agreement. However, Sangoma Support will close the regional groups during their respective NA, UK and India national holidays and thus will provide limited services during these holidays.
Hours of Operation
Regional Support Business Hours
Monday through Friday
India Office: 8am – 8pm IST
UK Office: 9am – 5pm GMT
NA Office: 9am – 6pm EST
Response Goals are measured from the time Sangoma receives the support ticket during the “Hours of Operation” for the specific Support Contract as it pertains what the customer has purchased for Support Service Hours. If Sangoma receives the trouble ticket outside of its “Hours of Operation”, Response Times are measured from the start of the next available business open day and hour. For example, if a customer has purchased “Gold Support Contract”, and Sangoma receives a ticket on Friday at 10pm ET, the Response Time will not start until Monday 12am ET, the first day and time of the next business day.
Sangoma CSEs, at their discretion, can regulate the Severity Level and Priority Level to most appropriate level and Sangoma has final say what Severity level a ticket belongs under.
SLA Response Times
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24x7 SLA for Platinum Support:
Sangoma agrees to provide a 24/7 emergency response system for Customers experiencing a complete system outage on any PBX that has a Platinum Support Contract plan in place. This response system will allow the Customer to leave a message for Sangoma's 24 hours a day 365 days a year. The on call technician will than respond back to the call back number for the Customer. System Outage is defined as the Deployment cannot make or receive any phone calls. Each Deployment has a unique Pin code for access to the after hours department and this Pin code can be found in the Sangoma Portal at https://portal.sangoma.com/ under your Deployment. For a list phone numbers please go to http://www.sangoma.com/support/customer-support/
Support includes access to Sangoma’s Support Service during Normal Support Business Hours as defined above in Section 3. In addition, the Platinum Support Service includes 24/7/365 Emergency (Critical Severity) coverage for environments that require comprehensive around the clock emergency support. Major Severity and Normal Severity issues will be resolved under the normal Hours of Operation, as seen in the Gold Support Service. Specifically, for 24x7 Emergency Service, the Sangoma Support Team will NOT close during NA, UK, and India national holidays.
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