Talkdesk US Only Support
Overview
US Only Support ensures that product support tickets will be assigned to US-based analysts.
Support Policy
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Severity level 1 (Critical) issue support is available 24 hours a day in the United States only.
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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 in the United States only. After 8pm eastern standard time, 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 TARGET |
|---|---|---|
Severity 1 (S1) | The problem causes an outage (client or backend) to a service (client or back-end) so that it is completely unavailable. | 15 Minutes |
Severity 2 (S2) | The problem causes a disruption of service (client or back-end) but does not disrupt critical functions. No acceptable workaround is available. | 60 Minutes |
Severity 3 (S3) | The problem causes degradation to a service (client or back-end) but does not disrupt critical functions. An acceptable (by the client) workaround is available until the problem is corrected. | 1 Business Day |
Severity 4 (S4) | This includes any other non-critical or non-serious problem to a service (client or back-end) or workflow. | 1 Business Day |
Talkdesk technical personnel who are located outside of the U.S. may be assigned to assist the U.S. assigned resource in order to perform essential troubleshooting and code-level analysis as needed, which may involve Customer Data access.
Talkdesk may reasonably update these terms.