Support SLA: Callback Cloud

Support Hours Support Days Support Number(s)
24 x 7 365 +1 866-670-2223 (US and Canada)
+1 330-670-2238 (Worldwide)

Email address:

  • Case Logging
    • Telephone Support
    • Email Support
  • Bug fixes to bring the software into substantial conformance with its then current technical documentation.
  • Response time (see chart below)
  • Resolution Process
    • Open a Trouble Ticket
    • Assign engineer to determine and correct the error
    • Report Periodically on the status of the correction
    • Initiate work to correct the error
  • Severity Chart
    Classification Response Goal Restore Goal (fix or workaround) Resolve Goal
    Critical – Customer’s production software is down; the loss of production data is a concern and no procedural workaround exists 1 hour 24 hours 15 days
    High – Customer cannot use major software features or when the software is exposed to potential loss or interruption of service; no acceptable workaround exists 4 hours 48 hours 30 days
    Medium – Medium-to-low impact situation that involves partial non-critical functionality loss. Typically, an easy workaround exists. Medium issues include documentation and GUI. 1 day 2 business days 30 days
    Low – General usage question or recommendation for a future software enhancement or modification. 2 business days 4 business days N/A
  • Exceptions
    • The above time periods begin when customer notifies VHT of the support issue.

    • Delays when the issue is attributable to changes to client callflow and routing.

    • Certain situations may require software development and testing that may result in an increase in the resolution time stated above.

    • Lack of timely communication or full cooperation by customer.

Note: These support terms may change, but VHT will not materially degrade these terms during a paid support term. VHT will provide email or other electronic notice of any material changes.

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