ℹ SLA Response times can be found here
All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. Our service desk operators determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a TELAIR support engineer.
The following table defines the support tiers and included hours.
The companion table for severity levels and the targeted initial response can be found here.
| Bronze | Silver | Gold | Platinum | |
| Priority Level | 0 | 1 | 2 | 3 |
| $ Per month | $ 250 | $ 500 | $ 1,000 | |
| Included support hours | 1 | 2 | 5 | 12 |
| Additional hourly support | $ 150 | $ 125 | $ 100 | $ 80 |
| Email Support | ✔️ | ✔️ | ✔️ | ✔️ |
| Phone Support | ✔️ | ✔️ | ||
| Authorized users / callers | 1 | 3 | ||
| Support Hours | ||||
| Monday – Friday (9am – 5pm) | ✔️ | ✔️ | ✔️ | ✔️ |
| Monday – Friday (5pm – 9pm) | ✔️ | ✔️ | ✔️ | |
| Weekends – (10am – 5pm) | ✔️ | ✔️ | ||
| Extended – (9pm – midnight 7d/w) | +$ 250 /m | +$ 250 /m | ||
| Discount on custom scripts | 5% | 10% | 20% | |
| Discount on hardware (A-C) | 5% | 10% | 20% |
To extend the included bronze tier support level on your account, please contact your TELAIR representative or visit Support.