Exotel support services policy


Exotel’s Customer Happiness Team endeavors to provide its customers with the best Customer Support Services to ensure the best Product experience. In case, you or your authorized User(s) face any issues or have any questions in relation to our Product, please contact our Customer Happiness Team, we are available 24*7 (all 365 days). You may reach out to our team at hello@exotel.in or call us on 08088919888.


We will respond to your query basis the severity of the issue faced with our Product (hereinafter referred to as “Level of Severity”) set out in Table A and typically come back with further updates within the time frames set out in Table B below:


TABLE A

Severity Level

Label

Description

1

Urgent

Errors that prevent useful work from being completed such as successful calling, server inaccessibility, operator downtimes, application-based errors.

2

High

Errors that keep major functions from being performed, but a workaround is available. e.g. access to the server is slow, the server accepts requests but is not responding within the acceptable time duration, time delay in response for a call, etc.

3

Medium

Errors that are generally non-disabling or cosmetic.

4

Low

Errors or requests related to business operations such as reconciliations, logs, etc.


TABLE B

Level of Severity

Acknowledgment Time

Response Time

Severity 1

30 minutes

2 Hours

Severity 2

30 minutes

5 Hours

Severity 3

30 minutes

24 Hours

Severity 4

30 minutes

24 Hours


** Third-party integrations will have different SLA, given there might be a dependency on them. Please refer to the respective integration guide or support article for actual SLA.


We value our business association with you and aim to build it into a long-lasting relationship of trust. We hope you enjoy using our Product as much as we love serving you! We reserve the right to review, revise, amend, modify or re-enact our Support Services Policy, and in case we do so, you can access our updated Support Services Policy right here on this page.