Customer Support Services & SLA Guide

This guide explains CloudCall's customer support priority framework, coverage hours, support channels, response and update expectations, escalation process, and the practical steps for reporting a critical service incident.

1. Support Priority & Severity Framework

Support tickets are prioritized according to the business impact and availability of a reasonable workaround.

* Target interpretation: target resolution times are provided as a guideline and are dependent on the nature and complexity of the issue. Resolution times may vary where additional investigation, software development, testing, carrier involvement, or other third-party dependencies are required.

2. Support Coverage Hours

CloudCall provides Global Customer Support during the following standard operating hours. CloudCall does not provide a general 24x7 Customer Support desk, however, a dedicated on-call team is available outside normal hours and at weekends when a service incident has occurred.

3. Available Support Channels

Customers can contact the CloudCall Customer Support Team using any of the following channels:

North America telephone: +1 (617) 982 1600 - select option 2 for Customer Support.

UK & Europe telephone: +44 116 424 4000 - select option 2 for Customer Support.

Email: support@cloudcall.com - emailing this address automatically creates a Support ticket.

Customer Support Site: Submit a new Support request through the CloudCall Customer Support Site.

Open the CloudCall Customer Support Site

4. CloudCall o1 Service Status

Customers can view the live service status of the CloudCall o1 platform through the CloudCall Status Page. During an active incident, the Status Page is updated every hour with progress information until the incident is resolved.

View the CloudCall o1 Live Status Page

5. Reporting a Critical Outage (Urgent)

A critical outage should be reported immediately when there is a complete loss of service, or a significant/core feature is completely unavailable and there is no reasonable workaround.

1. Contact Support immediately

Telephone is recommended for a business-critical outage. Customers may also email support@cloudcall.com or submit a request through the Customer Support Site.

2. State the business impact

Clearly advise that this is a complete service outage and provide the approximate number of affected users, affected functions (for example inbound and outbound calling), when the issue started, and whether all locations or teams are affected.

3. CloudCall triage and priority assignment

The Support Team will validate the impact, classify the ticket, begin investigation and engage the appropriate internal teams. The target initial response for an Urgent ticket is 30 minutes.

4. After-hours incident handling

Outside standard Support hours and at weekends, CloudCall does not operate a general 24x7 Support desk. A dedicated on-call team is available where a service incident has occurred and can be engaged through CloudCall's incident escalation process.

5. Ongoing communication

For an active Urgent incident, the update target is every hour. Where the incident affects the CloudCall o1 service more broadly, progress information will also be published on the live Status Page.

6. Restoration and resolution

CloudCall will work to restore service or identify a viable workaround as quickly as possible. The priority table records a 4-hour internal target and a 4-hour external target for Urgent tickets; actual restoration can depend on the nature of the fault and any third-party or carrier dependency.

Following a major or critical service incident, CloudCall may conduct a Root Cause Analysis (RCA) to identify the underlying cause of the incident. Where appropriate, a customer facing RCA report will be shared once the investigation has been completed.

6. Escalation Procedure for Critical Incidents

All critical incidents and escalations should be reported to the Customer Support Team immediately by telephone, email, or the Customer Support Site. Support acts as the central customer contact and coordinates escalation to the appropriate on-call, technical, engineering, network, carrier or other specialist teams as required.

For an unresolved Urgent / SEV1 incident, the Support Team continues to manage the ticket and escalate internally based on impact, investigation progress and dependencies. Customers should keep the existing Support ticket as the primary case reference so that communication, technical evidence and incident updates remain consolidated.

7. SLA & Service Commitment Notes

The response, update and target times in this guide describe CloudCall's customer support operating framework. Any legally binding or contractual service level commitment is governed by the customer's executed agreement, order form and applicable CloudCall service terms. Where contractual terms differ from this operational guide, the applicable contractual terms take precedence.

8. Quick Reference - Critical Incident