ID: 7616

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Technical Support Escalation Procedures

Technical Support contact information:

By Support Ticket or for Critical issues, by phone:

The Customer will provide an accurate description of the problem and the severity of the problem, stating the circumstances that lead to the severity condition.  The actual severity level may be re-determined by the parties during the problem resolution process, but EVOLPHIN will have the final authority as to the actual designation.  EVOLPHIN shall respond to problems with the Software based upon the severity of the problem according to the following schedule:

 

Severity

Criteria

Response Targets

Resolution Targets

Critical

  • Impacting a production environment
  • Causes a Severe impact on business operations of end customer (e.g.  calls cannot be completed or critical business processes are disabled).  Alternatively, causes a severe impact on business operations of a          service provider due to the accumulated impact on multiple customers.
  • Continuous or near continuous interruption of service
  • No workaround available

60 Minutes (Critical issues must be reported or followed up via telephone)

EVOLPHIN will continue to work on the problem until it is resolved or a workaround is provided.

High

  • Impacting production or lab environment
  • In lab environment, causes a non-critical impact on development            activity (jeopardizing production rollout).
  • In production environment, causes a non-critical impact on business operations of end customer (e.g. call processing altered in such a way as to degrade service quality or handling of business data) Alternatively, causes a non-critical impact on business operations of a service provider due to the accumulated impact on multiple customers.
  • Intermittent disruption of service
  • No stable workaround available

4 Hours

EVOLPHIN will make reasonable efforts to provide a workaround within twenty (20) days or if necessary provide a resolution in a future product release.

Medium

  • Impacting production or lab environment
  • In lab environment, causes a minor impact on development activity (does not jeopardize production rollout).
  • In production environment, causes a minor impact on business operations of end customer (e.g. minimal degradation of call processing or handling of call data) Alternatively, causes a minor impact on business operations of a service provider due to the accumulated impact on multiple customers.

1 Day

EVOLPHIN will make reasonable efforts to resolve the problem or provide a workaround and if necessary provide a resolution in a future product release.

Low

  • Impacting production or lab environment
  • In lab environment, causes little or no impact on development activity.
  • In production environment, causes little or no impact on business operations of end user.  Alternatively, causes little or no impact on business operations of a service provider due to the accumulated impact on multiple customers.

1 Week

EVOLPHIN will make reasonable efforts to resolve the problem or provide a workaround and if necessary provide a resolution in a future product release.