SLA levels & response times

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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 severity levels and the targeted initial response time for our support levels:

 BronzeSilver GoldPlatinum
Priority Level0123
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)+addon+addon
See below chart for SLA Severity Levels & Response Times

Severity Description Bronze Silver Gold Platinum
Level 4 Critical business impact
Customer’s services have completely been impaired and connectivity offline. Should issue be un-related to internet connectivity from third party provider, issue will be categorized as level 4.For Severity Level 4 problems, we will begin work on the problem within the designated response time and handle as the highest priority until the customer is given a fix or workaround. Customer resources must be made available in Severity Level 4 situations and reasonably cooperate  to help resolve the issue.


Severity Level 4 problems could have the following characteristics:

  • System outage or degraded response
  • Incoming and outgoing call completely inoperable
  • Critical functionality not available
~2h ~90m ~60m ~30m
Level 3 Significant Business Impact
Important service features are unavailable with no acceptable workaround. Minor outages, call origination or termination issues, or fail over while internet connectivity failed or degraded.


Severity Level 3 problems could have the following characteristics:

  • Inbound or outbound calls are partially working or not at all
  • Call queues, auto attendants or major incoming calls routes are affected
  • Functionality unavailable but the system is able to operate in a restricted fashion.
~3h ~2.5h ~2hr ~1h
Level 2 Minimal Business Impact
Service features are unavailable but a workaround exists and the majority of service functions are still useable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer’s work has minor loss of operational functionality.


Severity Level 2 problems could have the following characteristics:

  • Minor call area problems (in / out)
  • Phone extension offline or unresponsive
  • Feature not working
~4h ~3h ~2.5h ~2h
Level 1 Nominal Business Impact
Minor problem or question that does not affect the service function such as How To’s, documentation, general questions, or enhancement requests. There is no impact to product usage or customer’s operations.


Severity Level 1 problems could have the following characteristics:

  • General requests for advice on service usage
  • Clarification on service documentation or release notes
  • Product enhancement request
  • Call schedule inquiries for holiday closures
  • Voicemail or password resets
  • General changes / modifications to system use
~48h ~24h ~12h ~4h

It is helpful to clearly explain in detail the nature and any recent changes within the network that maybe relevant to your issue when contacting support.