1. Support
Phonism is responsible for providing technical support directly to Customer and Customer’s authorized representatives or agents.White-label customers that are rebranding our portal and reselling are responsible for providing tier one support to those resold customers.
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Standard Hours: 0900 EST - 1700 EST Mon- Fri
Extended Hours*: 17:01 EST - 08:59 EST Mon - Fri | 00:00 EST - 23:59 EST Sat - Sun
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Severity | Description and Qualifications | Support Hours | Response Time | Resolution Effort |
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Emergency | Emergency on-call support is available please contact your account manager for more information. An emergency incident occurring outside standard support hours. Major malfunction impacting an entire customer site or geographic region, a single brand of a device across the entire network, multiple brands of a device across a single customer site. Many users are unable to reasonably perform their normal functions. The specific functionality is mission-critical to the business and the situation is considered Critical. | Extended* | <10 Minutes | Oncall Incident Coordination between Phonism and Designated Customer resources. |
Critical | A critical incident with a very high impact. Major malfunction impacting an entire customer site or geographic region, a single brand of a device across the entire network, multiple brands of a device across a single customer site. Many users are unable to reasonably perform their normal functions. The specific functionality is mission-critical to the business and the situation is considered Critical. | Standard | <30 Minutes | Requires maximum effort from Phonism and Customer, until a fix is developed or workaround is available. |
Major | A major incident with a significant impact. Critical loss of platform functionality or performance resulting in a high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The platform is usable but severely limited. | Standard | 1 Hour | Requires intensive effort from Phonism and Customer, until a fix is developed or workaround is available. |
Moderate | A moderate incident with production impact Moderate loss of platform functionality or performance resulting in multiple production users impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation | Standard | 4 Hours | Requires moderate support effort from Company and Customer, until a fix is developed or workaround is available. |
Minor | Bugs or support issues that don’t impact product usability. Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions related to configuration, best practices, implementation, specific product features enhancement or feature requests documentation questions. | Standard | 1 Calendar Day | Requires low support effort from Phonism and Customer, until a fix is developed, a workaround is available or an answer to the customer question has been provided. |
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In the event that Scheduled Maintenance includes changes or enhancements that necessitate more than eight hours of development effort from Customer (i.e. API changes), Company will (a) provide Customer at least 100 days’ notice prior to making any such changes, and/or (b) use commercially and technically reasonably efforts to maintain the legacy functionality in place for no less than 100 days after such Scheduled Maintenance. In any event, Phonism will provide no less than 30 days prior notice before making any API changes.
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