Contact Center Premium Support & Process Guide

overview at exotel, our "customer first" philosophy drives our support operations we prioritize transparency, responsiveness, and knowledge sharing to ensure your contact center maintains seamless operations this guide outlines the premium support package , technical processes, and the shared responsibilities required to maintain system health contact center support packages exotel offers various support packages to provide the pick n choose option to the clients as per their needs and comfort amc plan premium support availability 24x7 phone availability yes patches / updates (bug fixes, security patches, minor enhancements) yes major product upgrade no first response 30 min minor issue next release /update major issue (24 hrs) critical issue 3 ( hrs) note 24 7 refers to the business working days of the concern geography all the sla’s defined above are applicable for incident tickets only whereas the availability and execution time window for “change management” activities will be agreed separately and mutually (by exotel team and customer), on case to case basis the support process when you report an issue, it moves through a structured workflow to ensure the right level of expertise is applied level 1 handles incoming requests, customer management, and basic troubleshooting to ensure all details are captured level 2 specialists in specific technical areas who handle detailed troubleshooting and problem resolution level 3 experts with years of in depth technical knowledge for complex cases apart from remote support, onsite engineer visits are arranged as per the specifics of each case classification of issue the reported issue is classified as minor, major, or critical depending on the priority of the issue critical a critical issue is defined as one which leads to serious disruption of one of the major functional components of the system such as acd, ivr, dialer or voice logger impacting production and leading to a production loss of 20% or higher for example if the issue causes any of the below, it will be categorized as critical 1\ in a 100 seat setup, more than 20 agents cannot take calls 2\ in a 100 seat setup, only 80 agents or less can login 3\ in a setup with 400 calls, more than 80 calls are getting rejected by the system major a major issue is defined as one that causes failure of one of the major functional components of the system such as acd, ivr, reports, dialer or voice logger impacting production, and leading a production loss between 2 to 20% for example if the issue causes any of the below, it will be categorized as major 1\ in a 100 seat setup, more than 2, but less than 20 agents cannot take calls 2\ in a 100 seat setup, more than 2, but less than 20 agents cannot login 3\ in a setup with 400 calls, more than 8, but less than 80 calls are getting rejected by the system minor any issue that does not fall within the purview of those defined above remote access methods to troubleshoot effectively, our team requires secure remote access we support the following methods team viewer direct access over ssh/https (secured one when access are allowed to trusted hosts only) vnc (secured one when access are allowed to trusted hosts only) cisco webex (secured customer needs to be the presenter) microsoft lync (secured customer needs to be the presenter) anydesk vpn (secured one when access are allowed to trusted hosts only) note any other access granting mechanisms will have to be separately approved on the basis of merits of case provisioning of such mechanisms/tools will have it’s own lead time and will not be a part of ticket sla handling of issue the issues are analyzed by experts and resolved within specified time as per the managed support system the issues are auto escalated internally to the developers or expert technicians if required the turnaround time for the request, provided the error is traced to the contact center and is not specific to client’s hardware or connectivity, is based on the following classification in next section root cause analysis (rca) for the premium package, rca reports are provided for both major and critical cases application issues the rca is provided within 48 hours after the issue is resolved (assuming no external dependencies) for issues that arise due to application or contact center services, with no dependency on network, hardware and other non application factors others as per the analysis subject to below conditions dependencies in case the incident reported needs additional debug data for root cause analysis, the rca will be shared once the data is available in such cases we might need to enable the debug logs and wait for the issue to recreate in case reported incident is of intermittent nature and cannot be recreated easily, rca sharing can depend upon availability of data for that instance and the overall span of rca may spread up to several days till the issue is recreated and logs and data required for the same is collected shared responsibilities maintaining a healthy contact center environment is a partnership the responsibilities are divided as follows exotel team responsibilities share a daily setup checklist with the customer share updates regarding new contact center releases request and execute release updates according to the schedule client it team responsibilities the client is responsible for the surrounding infrastructure and maintenance daily maintenance running the daily setup checklist database hygiene perform monthly database cleanup maintain only the last 90 days of data on ameyodb and 180 days on reportsdb for optimal performance schedule automatic cleanup via the acp module to remove data older than 91 days infrastructure managing agent desktop os/hardware, network issues, and environmental stability (power/ups) backups managing file archives (e g , monthly voice log backups) third party apps managing any non ameyo applications or services