Uniphore Support SLAs
| Severity Level | Severity Level Definition | Impact | Uniphore Initial Response Time | Recommended Request Process |
|---|---|---|---|---|
| Sev 1 | Critical Business Impact. Severely affecting business operations. Significant impact/loss of business functionality and revenue. | All or a substantial portion of your mission critical data is at a significant risk of loss or corruption. You have substantial loss of service and users are unable to perform their normal business tasks. No workaround available. | 1 Business hour | Phone call. Additional details will be requested either through email or online ticketing system. |
| Sev 2 | Significant Business Impact. All or a portion of your data is impacted resulting in high number of users unable to perform their normal functions. | Major feature/function failure. Workaround exists. The program is usable. | 4 Business hours | Phone/Email/Online |
| Sev 3 | Minor feature/function question, documentation or training request | Minimal to no business impact. A convenient workaround exists. | 24 Business hours | Phone/Email/Online |
Uniphore Technical Support is comprised of 2 Support Levels; Level 2 and Level 3, described in detail below. Customer may open a Service Request via phone, email and online submission. The support services are offered 8×5 business hours.
L2 – Second Line Support:
L2 engineers will support and manage incidents raised by the customer or as deemed necessary by Uniphore support management.
L2 engineers will seek additional data, logs and any additional descriptions of the issue that will aid in speedy resolution of the incident
L2 engineers will leverage additional knowledge and resources as necessary to bring SR to resolution as efficiently as possible.
L2 engineers will own to resolution any issue raised to the L2 level. If L3 engineers are engaged at any point, the L2 engineer will maintain ownership of incident through resolution and continue as primary POC for Customer authorized user.
L3 – Third Line Support:
L3 engineers are engaged for issues deemed product defects/enhancements.
L3 engineers are engaged with Support and Development management approval.
Extended Support Coverage (Optional)
If the customer needs extended hour coverage (8×7, 24×7) a separate SOW along with commercials will be extended.