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What's SightCall service agreement?

SightCall Support

SightCall is a video cloud platform that easily enables real-time video into applications serving different contexts such as customer service, healthcare or enterprise collaboration. SightCall provides a development framework composed of APIs and mobile SDKs as well as ready-to-use add-ons. SightCall relies on WebRTC as well as other best of breed technology to make real-time video available on every browser and device at a global scale.

 

WHO GETS SUPPORT?

Every SightCall Customer gets support. A SightCall Support agreement is part of the contract with SightCall.

Unless otherwise specified in your agreement with SightCall, our business hours for support are Monday through Friday, 9:00 AM to 5:00 PM US Pacifictime, excluding major US holidays. 

SightCall does not limit the number of people from a particular company who can contact us for support.

However, SLAs described hereafter for Premium and 24x7 support, assume we work with technical resources instead of end-users from your company.

 

WHAT ARE THE DIFFERENT SUPPORT TIERS? 

We offer two different tiers of Support. Each tier builds on the previous tier, including all of the features defined in the previous tier plus at least one major new feature.

Premium. The Premium plan adds a guaranteed response time to all tickets that you submit, for both the initial response from us, as well as all of your follow-up comments on existing tickets.

Phone and video pre-Scheduled only conversations with our experts.

Business hours to speak with a member of our team about your ticket.

24x7. The 24x7 plan accelerates the guaranteed response time yet again, and gives you a guaranteed response after-hours and on weekends for any business-critical problem 

 

Premium

24x7

Website Self-Service

Available

Available

Inbound Email Support

Available

Available

Guaranteed Response Time

Available

Available

Prescheduled Phone Support

Available

Available

Inbound Phone and Video Support

None

Available

 

WHAT ARE THE GUARANTEED RESPONSE TIMES?

 

Premium

24x7

Severity 1 Tickets

Within 4 Business Hours

Within 1 Hour 24x7x365

Severity 2 Tickets

Within 8 Business Hours

Within 2 Business Hours

Severity 3 Tickets

Within 12 Business Hours

Within 4 Business Hours

 

HOW ARE SEVERITY LEVELS DEFINED?

SEVERITY 1: CRITICAL BUSINESS IMPACT       

Frequent or lengthy service interruptions of key features not functioning; no known "work around" exists. Upon receipt of notice from Customer of a Critical problem, SightCall will immediately apply continuous and extraordinary efforts to provide Customer with a correction as soon as possible.

SEVERITY 2: SERIOUS BUSINESS IMPACT

A documented feature that was working previously is not working correctly anymore.  Upon receipt of notice from Customer of a Severity 2 problem, SightCall will use all reasonable efforts to provide Customer with a correction to the problem and/or provide a work around.

SEVERITY 3: MINOR BUSINESS IMPACT

Inconsistencies or irregularities exist which are not in conformance with the applicable specifications.  Upon receipt of notice from Customer of a Minor problem, SightCall will apply all reasonable efforts to provide Customer with a correction to the problem at the next scheduled maintenance release, as agreed by the Operations Team.

 

WHAT IF WE DO NOT MEET THE GUARANTEED RESPONSE TIMES?

If SightCall fails to meet the guaranteed response time in a given month, SightCall will credit your account for 100% of the selected Support Monthly fee.