On-Premise Service Level Agreement



TeleStax provides full support after the original release date of a major version of Enterprise version of Restcomm as explained in Support Policy. Telestax does not offer support for any Restcomm instances that are not licensed as part of a commercial subscription plan.

The following Service Level Agreement terms apply to on-premise 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.

* Customer can set the priority level of a ticket when submitting via web/phone. However, Telestax reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition – usually a non-production setup issue, or how-to question. Telestax team members may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, the ticket will default to Priority 3.


Priority 1 (Urgent)

A Priority 1 incident occurs when there are fatal errors or errors whose impact major functions of the use of the software. Does not include development issues or problems in staging environments


Priority 2 (High)

A Priority 2 incident consists of errors disabling only certain non-essential functions or impairing major functions where the software is still operational.


Priority 3 (Normal)

A Priority 3 incident is defined as a minimal impact error, all errors that are not Priority 1 or 2.  Includes Production, Development and Staging environments.

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