SIPSTACK Service Level Agreement (SLA)
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SIPSTACK Service Level Agreement (SLA)
Section titled “SIPSTACK Service Level Agreement (SLA)”All service requests are assigned a severity level from 1 to 4 based on the business impact of the issue. Initial severity is assigned when the request is logged. A SIPSTACK support engineer may adjust the severity after assessment.
Support Tiers
Section titled “Support Tiers”| Feature | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| Priority Level | 0 | 1 | 2 | 3 |
| Support hours included | — | 2 | 5 | 12 |
| Email Support | ✓ | ✓ | ✓ | ✓ |
| Phone Support | — | — | ✓ | ✓ |
| Authorized callers | — | — | 1 | 3 |
| Discount on hourly support | — | 5% | 10% | 25% |
| Discount on customization | — | 5% | 10% | 25% |
Support Hours
Section titled “Support Hours”| Hours | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| Mon–Fri, 9am–5pm | ✓ | ✓ | ✓ | ✓ |
| Mon–Fri, 5pm–9pm | — | ✓ | ✓ | ✓ |
| Weekends, 10am–5pm | — | — | ✓ | ✓ |
| Extended (9pm–midnight, 7d/w) | — | — | +add-on | +add-on |
Severity Levels and Response Times
Section titled “Severity Levels and Response Times”| Severity | Description | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|---|
| Level 4 — Critical | Services completely impaired; all inbound and outbound calls offline. Requires full attention until resolved. Customer must be available to cooperate. | ~2h | ~90m | ~60m | ~30m |
| Level 3 — Significant | Major features unavailable with no acceptable workaround. Inbound or outbound calls partially or fully non-functional. Call queues, auto-attendants, or major routes affected. | ~3h | ~2.5h | ~2h | ~1h |
| Level 2 — Minimal | Features unavailable but workaround exists; most service functions still usable. Examples: minor call area issues, offline extension, non-critical feature failure. | ~4h | ~3h | ~2.5h | ~2h |
| Level 1 — Nominal | Minor issue or general question with no service impact. Examples: how-to questions, documentation clarification, enhancement requests, holiday schedule changes, voicemail resets. | ~48h | ~24h | ~12h | ~4h |