Service level agreements

“Support” is covered by Call Journey in several different ways given the variation of support needs per customer and per partner.

Outage:

This is where an outage occurs to our VOICEAI environment. The outage could be cloud based connectivity (Azure, AWS for example) or within the VoiceAI eco system. These outages are referred to as “incidents” and are covered in the Severity Levels section below.

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