Exotel support services policy


Exotel’s Customer Happiness Team endeavours 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 between 6 AM to 12 midnight on any Day (Monday through Sunday).

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 resolve it within the time frames set out in Table B below:


TABLE A

Severity Level

Label
Description
1
Fatal
Errors that prevent useful work from being completed such as successful calling, server inaccessibility, operator issues, application based errors.
2
Severe
Errors that keep major functions from being performed, but work around is available. e.g. access to the server is slow, server accepts requests but is not responding within acceptable time duration, time delay in response for call, etc.
3
Minimal
Errors that are generally non-disabling or cosmetic.
4
Other
Errors or requests related to business operations such as reconciliations, logs etc.


TABLE B

Level of Severity
Response Time
Work Around Time
Permanent Fix Time

Severity 1

15 minutes

2 Hours

12 Hours

Severity 2

30 minutes

5 Hours

24 Hours

Severity 3

3 Hours

24 Hours

36 Hours

Severity 4

4 Hours

24 Hours

72 Hours


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 in this page.