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:
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.
