Apptel Cloud Telephony Service Level Agreement 

September 2019

 1st Line Apptel Cloud Voice Support

1st Level support is designed to process most issues with Apptel’s cloud phone system as far as individual users are required and covers the following items:

  • Basic phone diagnostics
  • Basic feature or device set up questions
  • Programming changes and configuration support (please note any programming changes over 30 minutes will be chargeable @ £60.00 for the first half hour and £15.00 per 15 minutes after this.)
  • Advice on system set up and changes
  • Install software updates and upgrades as required
  • Resolve majority of configuration issues and provide workarounds

2nd Line Apptel Cloud Voice Support

2nd Level support is expected to cover the following aspects of the service where an issue still remains and is more involved that standard issues detailed above. Second Line Support is provided jointly by Apptel and our suppliers and this includes:

  • Advanced Apptel Cloud Phone provisioning assistance
  • Advanced feature or device setup questions
  • Advanced phone diagnostics
  • Advanced hardware and software configuration support
  • Advanced feature support
  • Advanced support for software installation and upgrades
  • Collect and track information on issues experienced Customers
  • Investigate and troubleshoot issues and assess whether issue affects other users
  • Gather necessary customer data to feed to 3rd line team where needed
  • Provide problem description and data to 3rd line where needed

3rd Line Apptel Cloud Voice Support

3rd Line support is provided by our suppliers and BT Wholesale IP Specialists for faults and issues which relate to the platform working and specific issues which may relate to a core network issue. It also covers intermittent faults and problems, and covers the following:

  • Liaising with BT Wholesale over collating and obtaining specific details relating to a fault. This includes call records demonstrating the fault/issue.
  • Please note that a minimum of 3 x calls examples must be relayed to Apptel within 36 hours of the calls taking place to allow BT Wholesale to carry out diagnostics on those specific calls.
  • Any issue that cannot be resolved by 1st or 2nd Line Support.
  • Please note that some minor issues may relate to the core software of the platform and/or may relate to the core coding of the cloud platform. In resolving these issues, it may be necessary for the platform provider (Broadsoft/Cisco) to release a software patch/fix. We are unable to provide and SLA or guidance over how long these issues may take to resolve.

Severity of Faults

We classify fault severity as follows:

  • P1, Critical Outage – Problems severely affecting the service, traffic, billing, and maintenance capabilities, which require immediate corrective action. Target response time is less than and no more than 1 clock hour.  Target restoration time is less than 4 clock hours.  Response and restoration of Severity 1 fault tickets will be undertaken on a 24/7/365 basis.

NB: This severity level is a complete Major Service Outage (MSO) across multiple customers only, across the BT Wholesale platform.

  • P2, Major Impact – Problems that cause conditions that seriously affect system operation, maintenance, and administration, which require immediate attention. The urgency is less than in critical situations because of a lesser effect on system performance. Target response time is less than and no more than 1 hour (working hours). Target restoration time is no greater than 8 working Hours.  Response and restoration of Severity 2 tickets will be from Mon – Fri 08:00 – 18:00

NB: This severity level is a complete Major Service Outage (MSO) across multiple customers only, across the BT Wholesale platform.

  • P3, Minor Impact – Problems do not significantly impair the functioning of the system and do not significantly affect the Service. Target response time is less than and no more than 1 hour. Target restoration time is less than and no more than 24 hours (working hours = 3 working days). Response and restoration of Severity 3 tickets will be from Mon –Fri, 08:00 – 18:00

Intermittent Faults by their nature take longer to identify and resolve. Where faults occur in less than 50% of call instances the above SLAs will not apply – we will work with you and our suppliers to resolve these issues and obtain the information required for our suppliers to resolve.

NB: All VoIP services rely on your broadband/Internet access being available and working. Broadband failures are classified separately and have their own SLAs. Using the Mobile App will allow you to continue to use the Apptel Cloud Service in the event of a broadband outage if you have the correct licensing to allow this feature.

  • P4, Information – This Severity is restricted to “How To.” Questions and therefore handled as non-service impacting. Target response time is less than but no more than 3 Working Days Mon- Fri 08:00 – 18:00 (excluding UK public and bank holidays).

Apptel aim to provide a solution/ temporary fix within the above target timeframes. Where a temporary fix is deployed to provide service, this will be followed with a permanent solution.


 Service Availability

Service availability Service Levels are measured on a rolling 3 monthly basis. The service availability Service Level for Apptel Cloud Services is as follows:

Product Availability Percentage
Apptel Hosted 99.99%
Apptel SIP Channels 99.95%

 

The service availability Service Level will be calculated as follows:

(Total Minutes & Total Hours in a rolling 3 months, minus Planned Maintenance & Unplanned Downtime)

(Total Minutes & Total Hours in a rolling 3 months, minus Planned Maintenance) x 100

Details regarding service credits for fault and availability failures will be calculated as a percentage of downtime over the SLAs detailed above based on total failure of more than 25% of Apptel Cloud Services for an individual customer at a single site.