|Level of priority||Active service time (GMT +2)||Communication method||First feedback||Temporary fix||Permanent solution provided latest|
|Normal||24/7||Email to Support||up to 2.5h||3 business days||30 days|
|Urgent||24/7||Email to Support and call to Support||Immediately, i.e. up to 1h||1 business day||1 week|
|Very urgent||24/7||Email to Support and call to Support||Immediately, i.e. up to 1h||5 hours||1 week|
* – Solving time related only to Top Connect network elements -or other parts of Top Connect infrastructure
SLA Service Level description & examples:
Normal (Singe problems):
Unable connect to number or number range.
Offline CDR problems.
High (Massive, business critical problems, partially related to service availability):
No service in one or couple business critical countries.
Problem with connections, which have backup/ redundancy.
Emergency (more than 50% customer base affected):
Problem that affects large groups of subscribers & have a global impact on the services provided by Top Connect.
Problem with connections without backup/ redundancy
General service availability rate is 99.5%.
Please note: Connectivity and services availability in roaming depends on the joint effort of the network partners.
Top Connect is committed to service quality and we are doing our best to prevent problems from occurring. Top Connect is processing all support requests in the Helpdesk interface for the sake of clarity and transparency to it’s resellers and distributors.