ℹ SLA Response times can be found here
All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. Our service desk operators determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a TELAIR support engineer.
The following table defines the support tiers and included hours.
The companion table for severity levels and the targeted initial response can be found here.
|$ Per month||$ 250||$ 500||$ 1,000|
|Included support hours||1||2||5||12|
|Additional hourly support||$ 150||$ 125||$ 100||$ 80|
|Authorized users / callers||1||3|
|Monday – Friday (9am – 5pm)||✔️||✔️||✔️||✔️|
|Monday – Friday (5pm – 9pm)||✔️||✔️||✔️|
|Weekends – (10am – 5pm)||✔️||✔️|
|Extended – (9pm – midnight 7d/w)||+$ 250 /m||+$ 250 /m|
|Discount on custom scripts||5%||10%||20%|
|Discount on hardware (A-C)||5%||10%||20%|
To extend the included bronze tier support level on your account, please contact your TELAIR representative or visit Support.