Partners // SLA Support Packs

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.

 BronzeSilver GoldPlatinum
Priority Level0123
$ Per month$ 250$ 500$ 1,000
Included support hours12512
Additional hourly support$ 150$ 125$ 100$ 80
Email Support✔️✔️✔️✔️
Phone Support✔️✔️
Authorized users / callers13
Support Hours
Monday – Friday (9am – 5pm)✔️✔️✔️✔️
Monday – Friday (5pm – 9pm)✔️✔️✔️
Weekends – (10am – 5pm)✔️✔️
Extended – (9pm – midnight 7d/w)+$ 250 /m+$ 250 /m
Discount on custom scripts5%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.