Objective of this Agreement
The purpose of this Service Level Agreement (SLA) is to outline the quality standards our customers can expect from us in terms of our services and customer support.
We aim to provide a high quality customer service experience. We will always act in a polite, friendly manner and will ensure that your query is dealt with efficiently. We will always aim to answer your query and respond to any issues as quickly as we are able to, using plain language and within our SLAs.
Ways to contact our Support team
Web (live chat): https://www.desk-phone.com/
Phone: +44 203 434 2068
Our office hours are Monday-Friday – 08:00-18:00
When you email our support team, a support ticket will be created to log your query/request/issue. You will receive an email to confirm your ticket number which should be used in any correspondence regarding the particular query/request/issue.
If you contact our support team via live chat or on the phone and it is not a something which can be answered, implemented or rectified immediately we will create a support ticket for you to log this and so that you can be kept up to date via this support ticket.
If you contact us via live chat outside of office hours, a support ticket will automatically be created and will be picked up within the set SLAs.
For any faults we will require the following information. Without all of the below we will be unable to resolve the fault or adhere to our SLAs:
1. Exact nature of fault and confirmation of which users are affected
2. Date and time of fault
3. An example of a call/SMS where the fault has occurred, from within the last 72 hours - details to include for this example are - time and date, both numbers involved in the call/SMS and details of any error messages
Service Level Agreements
|Priority||Initial Response||Problem Definition||Action Plan||
|Low||3 working days||5 working days||7 Working Days||14 working days||28 days|
|Medium||2 working days||3 working days||5 working days||10 working days||20 days|
|High||1 working day||2 working days||3 working days||7 working days||14 days|
|Critical||6 hours||1 working day||2 working days||3 working days||7 days|
|Priority||Extent of Impact||Type of Query/Request/Issue|
|Low||User/Group Requirement||Query, Information Request|
|Medium||One or several users||Minor faults with limited impact on services, service change requests (e.g. divert implementation)|
|High||One or several users||Unable to make or receive calls, unable to use specific features which severely impacts services|
|Critical||All users (more than 1 user systems)||Complete loss of service for the entire site|
We are confident that our quality of service will adhere to the Service agreement set out above. However, if you do have a complaint, we would ask that you email this to firstname.lastname@example.org in the first instance. Please ensure you include the word 'complaint' in the subject of the email to ensure that this is passed onto the support team manager.
Once this has been addressed, if you do not feel that your complaint has been resolved to your satisfaction, you should put your request in writing to: Customer Complaints, 207-209 Southwark Bridge Road, London, SE1 0DN.
If after this, you still feel that your complaint is unresolved, you can further escalate this by contacting Ombudsman Services.