Premium Care
Overview.
Premium Care includes an assigned Customer Experience Manager (“CXM”) supported by a team of premium care engineers (“PCEs”) and a dedicated support phone line. The CXM will provide technical consulting, training and escalation management services.
Support Policy.
Support provided by PCEs and the global team supporting them conform to the policies below.
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Severity level 1 (Critical) issue support is available 24 hours a day.
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Severity level 2-4 (High, Medium, Low) issue support is available from 8:00 AM to 8:00 PM EST Monday through Friday. After 8pm EST, you can submit non-emergency issues through the Support portal to be addressed the next business day.
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Talkdesk shall use commercially reasonable efforts to respond to support requests within the time frames described in the table below.
| CASE SEVERITY | DEFINITION | Initial response time goal | Next reply goal |
|---|---|---|---|
Severity 1 | The problem causes an outage (client or back-end) to a service (client or back-end) so that it is completely unavailable. | 15 minutes | 15 minutes |
Severity 2 | The problem causes a disruption of service (client or back-end) but does not disrupt critical functions. No acceptable workaround is available. | 30 minutes | 60 minutes |
Severity 3 | The problem causes degradation to a service (client or back-end) but does not disrupt critical functions. An acceptable (as determined by the client) workaround is available until the problem is corrected. | 4 hours | 12 hours |
Severity 4 | This includes any non-critical or non-serious problem to a service (client or back-end) or workflow. | 12 hours | 24 hours |
Talkdesk may reasonably update these terms. |