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.

Technical:

Technical support is generally provided around a few common areas/cases:

a. WordBench Conversation Analytics platform. These support queries are commonly usage/product questions (“how do I create an app?”, “how do I update an app?”, “how do add users?” etc.)

b. Up Stream Data flows. These support queries are commonly data structure/data flow questions (“what format is the data file in?”, “can I upload to platform x?”, “how often can I receive the data output?” etc.)

c. Transcription Accuracy. These support queries are commonly transcription data related questions (“how do I make sure VoiceAI picks up this word/phrase etc.)

Both points 1. And 2. Refer to managing a customer once they are up and running with Call Journey.

· Point 1 is managed under the Severity Levels section below.

· Point 2 is managed in two ways currently:

Support email request (i.e. support@calljourney.com) – One business day turnaround

Direct engagement with Customer Success Manager (for allocated customers/partners) 4-hour business day turnaround

Severity levels

Severity is defined as the impact an issue has on the Customer’s ability to conduct business. Restoration targets are based on the Severity level assigned to an incident by VoiceAI Customer Support.

Priority is defined as the Customer designated level of importance and is used as a weighting factor when defining the Severity Level of an incident.

VoiceAI Customer Support orders issues based on the Severity level.

Issue severity	Definition
1 – Critical Impact (Code Red)	The customer is experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround.
2 – High Impact	The customer is able to perform job functions but performance is degraded or severely limited.
3 – Medium Impact	The Customer’s ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available.
4 – Low Impact	VoiceAI is available and operational; trivial impact to Customer’s business operations or Customer requires information or assistance on the VoiceAI Service capabilities or configuration.

The characteristics set forth in the above table are used to identify the criteria for the severity of a Customer’s case. The assigned severity level for an issue may be mutually re-determined by both Call Journey and the Customer during the issue resolution process, but Call Journey shall have the final authority as to the actual Severity designation.

Target initial response times

All target initial response times apply to business hours Monday through Friday, 8:00am to 5:00pm customer local time for Australia. Severity 1 or Critical impacting incidents are supported and responded to 24x7x365.

Note: Reproducible errors that cannot be resolved promptly are escalated for further investigation and analysis.

Severity level	Standard initial response time
1 – Critical Impact (Code Red)	Severe impact or degradation to the Customer’s business operations caused by intermittent disruption of the VoiceAI Service. Response Target: 10 min. (phone)
2 – High Impact	The VoiceAI Service is available and operational; moderate impact to the Customer’s business operations. Response Target: 1 business hour (web)
3 – Medium Impact	The VoiceAI Service is available and operational; nominal adverse impact to the Customer’s business operations. Response Target: 2 business hours (web)
4 – Low Impact	The VoiceAI Service is available and operational; no impact to the Customer’s business operations or the Customer requires information or assistance on the Genesys PureCloud Service capabilities or configuration. Response Target: 1 business day (web)

Time to Restore and Time to Resolve

The objective of VoiceAI Customer Support is to restore functionality as quickly as possible. For non-platform issues, the time to restore timer starts when the customer engages VoiceAI Customer Support.

Time to restore is the amount of time a Customer is impacted before functionality is restored.

Time to resolve is the amount of time it takes to resolve the root cause of an issue.

Time to restore targets are based on Severity.

Target restoration times

VoiceAI Customer Support analysts aim to reach restoration of your issue within the following target restoration times.

Issue severity	Restoration target
1 – Critical Impact (Code Red)	4 hours
2 – High Impact	2 business days
3 – Medium Impact	5 business days
4 – Low Impact	NA

SLAs

We will make the VoiceAI Service available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 99.9% uptime, except for the following “Uptime Exclusions”: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications services contracted directly by you.

Cooperation

VoiceAI Customer Support must be able to reproduce errors in order to resolve them. The customer is expected to cooperate and work closely with Call Journey to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to the customer’s approval on a Support ticket-by-Support ticket basis, users may be asked to provide remote access to their VoiceAI application and/or desktop system for troubleshooting purposes.