Support Services Policy
Support Services
Talkdesk shall provide customer support available 24/7/365. The contact information for customer support is as follow:
Phone: www.talkdesk.com/about/contacts
Support Portal: support.talkdesk.com/hc/en-us
Talkdesk shall use commercially reasonable efforts to respond to support requests within the time frames described in the table below.
If you purchased Talkdesk US Only Support, this policy will apply to that purchase.
If you purchased Talkdesk Premium Care or Premium Care Plus, this policy will apply to that purchase.
| 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. | 2 Business Days |