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Technical Assistance Center Support Overview Version #: Feb 2, 2018
Technical Assistance Center Support Overview
Version #:
Feb 2, 2018
• David Dibert, AVP Gaithersburg, MD USA
• Rodney Barney, Sr. Global Director Plano, TX USA
• Andre Gauthier, Sr. Regional Manager Montréal, Canada
• Jeff Roberge, Sr. Regional Manager Plano, TX USA
• Tom Todd, Sr. Director (Global BroadCloud)McLean, VA USA
• Robert Vessey, Regional Mgr (BroadCloud) Houston, TX USA
• Pierre-Marc Bonneau, Sr. Mgr (Weekends) Montréal, Canada
• Chris Miles, Regional Director Belfast, Northern Ireland
• Susan Pollak, Regional Mgr (BroadCloud) Crawley, UK
The Global Support Management Team and Locations
(See later pages for management escalation and contact information)
Americas
EMEA
APAC• Mark Carroll, Regional Director Sydney, Australia
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3
The Global TAC Support Provides Support for…
• BroadWorks Solutions: UC, Call Center, Front Office/AA/ACD, Device Management, Mobility, IMS XS, VoLTE, Business Trunking, Hosted PBX, Conferencing, Video Collaboration, etc.
• BroadWorks Servers: AS, NS, MS, DBS, XSP, UMS, USS, UVS, WRS, EMS, NFM, NDS, etc.
• BroadWorks Clients: Call Center, Receptionist, etc.
• UC-One Apps: Desktop, Mobile, Communicator, Connect, Meet, Conference Room, Loki, Classic Portal, Enterprise Portal, Hub
• Cloud-based Solutions and Apps: Team-One, UC-One SaaS, PaaS, CC-One, Meet
• Additional Services: Web Collaboration, ExamiNet, PacketSmart, IM&P and Text Messaging and BCOSS.
+
+ & &
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BroadSoft Global Support
ü A global, follow-the-sun, technical assistance team ü Available to all BroadSoft customers under maintenance and support and
for all BroadCloud servicesü BroadSoft is ISO 27001 certified for securityü BroadCloud is FedRAMP “In Process” statusü Our BroadWorks Quality Management System is certifiedü The TAC is a member of TSIA (Technical Services Industry Association)ü Support portals are provided with a secure and integrated ticketing systemü We prioritize all assistance based on your problem severity based on service
level targets and your company SLA
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How to Contact the Global Support TAC
Hours of Operation
Telephone• BroadSoft Global TAC Support: +1-240-720-9500 (Option 1 BroadWorks, Option 2 BroadCloud)• BroadWorks Direct Access:
• Americas: +1-240-364-9234 / EMEA: +44-28-9099-8388 / APAC: +61-2-8424-2996• BroadCloud Carrier Direct Access:
• Americas: +1-866-398-9101 / EMEA: +44-203-771-1808 / APAC: +61-2-9037-8314
• Online support portal with ticket tracking and updates: • BroadWorks: https://xchange.broadsoft.com• BroadCloud: https://broadcloud.broadsoft.com / https://status.broadsoft.com/• E-mail: [email protected] - if you cannot access the online ticketing system
• 24x7x365 support is available 365 days a year for all “Critical” severity production issues• For all other ticket severities, the TAC is available Monday through Friday
(~Sunday 22:00 UTC – Friday 21:00 UTC)• We are closed for three international holidays:
January 1st, December 25th, and December 26th
Help and Problem Report Tracking
Overview
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How do I contact BroadCloud Carrier Support ?
Hours of Operation
Telephone• BroadSoft Global TAC Support: +1-240-720-9500 (Option 2 BroadCloud)• BroadCloud Direct Access:
• Americas: +1-866-398-9101 (TAC) or +1-844-613-6108 (Partner Helpdesk)• Europe: +44-203-771-1808• APAC: +61-2-9037-8314
• Online ticket tracking and updates: • BroadCloud: https://broadcloud.broadsoft.com or
https://xchange.broadsoft.com
• 24 hour support is available 365 days a year for all “Critical” production issues• For all other ticket severities, the TAC is available Monday through Friday
(~Sunday 22:00 UTC – Friday 21:00 UTC)• We are closed for three international holidays:
January 1st, December 25th, and December 26th
Help and Problem Report Tracking
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BroadCloud Status: Subscribe at https://status.broadsoft.com/ to receive alerts.
Product and Solution Documentation
Live Search
News and Alerts
Ticketing
Knowledge Base &FAQs ? Training
Solution & Support Portal
https://broadcloud.broadsoft.com/
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On-Line Ticketing: https://broadcloud.broadsoft.com
Summary of all tickets Create a new ticket
Business Tip: Use “Customer Priority” to help us understand the relative priority of your tickets. Default=NormalSecurity Tip: SSL/TLS is always on by default in the ticketing system user interface. Ticket email notifications are sent SMTP using TLS unless your corporate email server doesn’t support TLS. As an extra precaution, information in attached files are never sent in email notifications. See the bSecure slides for more information on data security.
New: BroadSoft has received the ticket, a ticket number is available for tracking purposes,and a support Engineer will be responding soon.
Open: BroadSoft has provided a response, but we are taking action and investigating.
Pending Customer:
The ticket has been returned to you for additional information. We are requesting you to take action.
* If a ticket is in this state without any updates for 7 days, it is automatically moved to “Pending Closure”. Please change the state back to “Open” when you provide additional information.
Pending Closure:
BroadSoft believes that the final resolution to the ticket has been provided. Please close the issue or reopen it if you believe the issue is not fully resolved.
* If a ticket is in this state without any updates for 7 days, it is automatically moved to “Closed”.
Closed: The ticket has been closed with full customer agreement or it has been in the “Pending Closure” state for more than 7 days.
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Ticket Status
The Ideal: A Quick Solution
Common: BroadSoft needs clarification before we can help
Common: BroadSoft assisted you in finding the solution
Complex: Together we work through a complex problem
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Ticket Life Cycle Examples
New Pending Closure Closed
New Pending Customer Open
New Pending Customer
Open Pending Customer
Closed
Pending Closure Closed
Open Pending Customer
Open Pending Customer
Open Pending Customer Open Pending
Closure Closed
New
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Public Status Page: https://status.broadsoft.com/
- Email- SMS- Webhook- RSS- iCalendar
Response Times, Severities, and Notifications(also includes Team-One, Hub, and PaaS)
Availability Service Level Target Summary
Service Service AttributeAvailability
Target 1Max Outage Per
Month (hh:mm:ss) 2
BroadCloud Carrier Call Processing 99.99% 00:04:23Provisioning 99.9% 00:43:50
BroadCloud PaaS Call Processing 99.99% 00:04:23
UC-One SaaS, Team-One, and Hub Full Service Availability 99.9% 00:43:50
CC-One On Demand ACD 99.99% 00:04:23
Supervisor Dashboard 99.9% 00:43:50Advanced Reporting 99.9% 00:43:50
Call Recording 99.5% 03:39:09
On-Demand Jukebox and Data Replica 3 99% 07:18:17
Notes:1 See https://status.broadsoft.com/ for any unplanned outages and announced maintenance.
Availability = (time during month - outage time during month) / (time during month) where “outage time” excludes any announced maintenance.2 Maximum outage time in hours:minutes:seconds to meet the availability target based on an average year of 365.24 days and a 30.44 day month.3 Call recordings via the Jukebox web-based user interface shall be available within one (1) hour of physical recording 90% of the time, and within
four (4) hours of physical recording 96% of the time. Data access from the Data Replica shall be available within twenty four (24) hours after themost recently completed day.
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SeverityService Level Target Time Frames 1
Response Service Restoration Full Resolution CoverageCritical 3 <15 minutes <4 hours By commitment date 4 24x7x365
Major <2 Business hours 2 <6 Business hours 2 By commitment date 4 24x5 2
Minor <2 Business hours 2 Next Business Day 2 By commitment date 4 24x5 2
Informational <1 Business day 2 Best Effort Best Effort 24x5 2
The time from the
creation of a ticket until
responded to by
BroadSoft.
The time from the creation of ticket
until we have the service restored,
provide information about a work-
around, or determine a software fix
is required.
The time from the creation of a
ticket until we have a long term
fix and maintenance fully
completed to deploy a fix or
avoid a workaround.
Our hours of
support
coverage.
Notes:1 BroadSoft usually exceeds these goals. Escalate if you have a more urgent issue or set the “Customer priority” to high.2 Business hours are Monday-Friday 8AM – 8PM (within region)3 See the “Availability Service Level Targets” slide for the targets. Critical is not applicable for Desktop/Mobile Apps or for Hub applications built
using the Hub APIs. If an outage would occur for all Desktop/Mobile Apps, it would be reported as a critical outage for the service.4 See the “Commitment Target Dates” slide for the service level for making commitment dates.
Response, Restoration, Resolution Service Level Targets
-Includes Services: BroadCloud Carrier, UC-One SaaS, Team-One and Hub
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SeverityService Level Target Time Frames 1
Response Commitment 3 Resolution CoverageCritical 2 <15 minutes <15 days By commitment date 24x7x365
Major <2 Business hours 4 <15 days By commitment date 24x5 4
Minor <1 Business day 4 <30 days By commitment date 24x5 4
Informational As needed As needed As needed 24x5 4
The time from the creation of a ticket until responded to by BroadSoft.
The time from the creation of a ticket and access to a failing account that reproduces the issue until we have a commitment date for a permanent fix.
The time from the creation of a ticket until we have a permanent and long term fix for the issue.
Our hours of support coverage.
Notes:1 BroadSoft usually exceeds these goals. Escalate if you have a more urgent issue or set the “Customer priority” to high.2 Critical is not applicable for Desktop/Mobile Apps or for Hub applications built using the Hub APIs. If an outage would occur for all
Desktop/Mobile Apps, it would be reported as a critical outage for the service. 3 Access to a failing account that reproduces the issue is needed before a commitment can be made.4 Business hours are Sunday 22:00 UTC – Friday 21:00 UTC.
Commitment Date Targets-Includes Services: BroadCloud Carrier, UC-One SaaS, Team-One and Hub-Includes Apps: UC-One Desktop & Mobile, Meet and Team-One Desktop & Mobile
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Critical A problem that makes the continued use of the partner hosted service voice services severely restricted or unavailable system wide or for an account.
• Outages where 50% of an account’s SIP endpoints cannot receive or place calls• An outage of the main business number for an account• Emergency (911) calls are not reliably working
Major A problem that severely affects or restricts major functionality. The problem is of a time sensitive nature and important to long term productivity but is not causing an immediate work stoppage for many users. Operations can continue in a restricted fashion.• Outages where 20-50% of an account’s SIP endpoints cannot receive or place calls• Issues that prevent 10% or more of registered apps from logging in or accessing the service• An outage of the BroadCloud account, end user administrative portals, or Rialto portal
Minor An error that has no significant affect on an account’s operations.
• Outages where less than 10% of an account’s SIP endpoints cannot receive or place calls• Outages outside of the control of BroadCloud (e.g., access network or PSTN)• Certain features are not functioning properly or at all• A partial outage of the BroadCloud account or end user administrative portal
Informational Answers and information. Low impact to the business or requests for information.
• Answering basic questions on features• Assistance with configuration of service administrative and service functions
BroadCloud Carrier Severities
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Critical Problems that severely affect availability of the service either system wide or for an account and requires immediate corrective action (24x7x365).
• The service is unavailable• Upon restoration of service, the ticket is downgraded to Major to track root cause and corrective actions
Major A problem that severely affects the operation of major features. The problem is of a time sensitive nature and important to long term productivity but is not causing an immediate work stoppage for most users. Operations can continue in a restricted fashion.• A major feature of the software does not work, or a desktop/mobile app crashes• Loss of data, customers cannot login, service is unusable due to very poor performance• Issues that prevent 10% or more of registered apps from logging in or using the service• There is no reasonable workaround.
Minor An error that has no significant affect on an account’s operations.
• Notifications or presence not working or is delayed• Third party integration or network outages outside of the control of BroadSoft• Certain features are not functioning properly, slow performance, new integrations not working
Informational Answers and information. Low impact to the business or requests for information.
• Answering basic questions on features• Assistance with configuration of service administrative and service functions
UC-One SaaS, Team-One and Hub Severities
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BroadCloud Maintenance Windows
Nightly Maintenance – No Impact / No Notification (10PM to 2AM within each region)
• Planned maintenance activity that is considered low risk if performed correctly and without fault (may include minor changes). Will not impact customer’s service or traffic.
Scheduled Maintenance – Customer Impacting / 10 business days notification
• Scheduled maintenance for software releases containing major new features or any system maintenance that has the possibility of interrupting service.
Demand Maintenance – Customer Impacting / Next maintenance window
• Considered any maintenance that is customer impacting that is less than 10 business days notice and scheduled within the next appropriate maintenance window.
Emergency Maintenance – Customer Impacting / Notification as required
• Considered any Emergency situation where it is deemed necessary to perform a maintenance activity outside the normal maintenance guidelines.
-Includes Services: BroadCloud Carrier, UC-One SaaS, Team-One and Hub
BroadCloud Service States
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BroadCloud Alert Notifications
• Alerts sent via email and SMS when service is intermittent or down.• Maintenance notices are sent via email and Calendar when there is impacting
maintenance, not for non-impacting nightly maintenance.• Periodic updates are provided via email and SMS during the service impairment
or outage. RCAs are delivered via link on the Status Page.• All alerts are provided through https://status.broadsoft.com (includes the email
contacts during the service onboarding process)
Alert Process
• Operational: All features and functions operational• Degraded Performance: Service is operational but there may be
an impact to performance.• Partial Service Disruption: Service is operational but one or more
capabilities may be not functional.• Service Disruption: Service unavailable or impacted greatly.
-Includes Services: BroadCloud Carrier, UC-One SaaS, Team-One and Hub
Security Commitment andVulnerability Response
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Security Resources• bSecure - our commitment to use secure business practices, in every phase of the business to
ensure we offer carrier-class security and reliability in all our products and services
• BroadSoft Security Vulnerability Response• Guides for BroadWorks and BroadCloud are on our support portals to provide detailed information on how
to contact BroadSoft with security issues, how we handle them, and our special service level targets that we use to prioritize and respond to Security Vulnerabilities (summarized on following slides)
• Public Information• Anyone can report a suspected security vulnerability and make inquiries at [email protected]• BroadSoft is ISO 27001 certified and BroadWorks is TL 9000 certified• BroadCloud is FedRAMP “In Process” status meeting security and regulatory certifications for the US
Government including FISMA, HSPD-12 PIV, SSO, FIPS 140-2 Cryptographic Module, FDCCI, etc...• See additional public information at https://www.broadsoft.com/secure
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BroadSoft Security Vulnerability Response• Defining a Security Vulnerability / Security / Fraud Concern
• “A susceptibility or flaw in our product or service, the supporting Operating System or supporting software that makes it infeasible to prevent an attacker from causing impact including: the compromise of data either by a non-user or a user accessing data beyond their intended level of access, integrity/trustworthiness of the system, and/or service availability”
• Security vulnerabilities and fraud impact examples include, but are not limited to: • Preventing subscribers from making or receiving calls, texts, or instant messages • Obtaining private or confidential subscriber data • Changing of system configuration or permissions• Making fraudulent calls
• Reporting a Security Vulnerability / Security / Fraud Concern• Using the BroadSoft Ticketing System – Via the “Problem Category” field
• Direct Contact via the BroadSoft support line (see Contact section)• Either method will alert the Security Response Team (SRT) of the potential security vulnerability or fraud.
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BroadSoft Security Vulnerability Response• Handling a Security Vulnerability / Security / Fraud Concern
• Upon report, the Security Response Team (SRT) will score the concerns within our Service Level Target Time Frames (see next slide)
• We score using the standard CVSSv3 scoring system:
• Actions that are taken within our support, Cloud Operations, and development teams to ensure we meet our mitigation and resolution time frames:
• Alerting customers and partners with a remedy designed to reduce the risk to customer's BroadSoft services and to avoid further exposure or fraud.
• Provide patches for current releases.• Provide any necessary updates to the BroadSoft security documentation.• Implementing changes to hosting infrastructure or portals.
Rating CVSS ScoreNone 0Low 0.1 – 3.9Medium 4.0 – 6.9High 7.0 – 8.9Critical 9.0 – 10.0
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Security Risk 2
CVSS Score
Service Level Target Time Frames 1
CVSS Response Mitigation/Remediation 2 App Mitigation/RemediationCritical 9.0 - 10.0 <5 Business days <30 Days By commitment date 3
High 7.0 - 8.9 <5 Business days <30 Days By commitment date 3
Medium 4.0 - 6.9 <15 Business days <90 Days By commitment date 3
Low 0.1 - 3.9 <20 Business days <180 Days By commitment date 3
None 0.0 <20 Business days None None
The time from the flagging of a ticket as a security vulnerability and the customer initial risk assessment until responded to by BroadSoft with a CVSS score.
The time from the creation of a ticket until we have provided an acceptable mitigation or a long term fix. For Cloud services this is the time for the deployment of the fix.
The time from the creation of a ticket until we have provided an acceptable mitigation or a long term fix for the App.
Notes:1 BroadSoft usually exceeds these goals. Escalate if you have a more urgent issue or set the “Customer priority” to high.2 Risk Critical & High are tracked as ticket severity Major. All other risks are treated as Severity Minor but Medium uses the 90 Day Service Level Target.3 See the UC-One Service Level Target slide for more information on the service level for making commitment dates.
Security Vulnerability Service Level Targets
- See the Security Vulnerability Response document on Xchange for information about CVSS scoring.
- All security related issues are not necessarily vulnerabilities. Examples of these include unable to log-in, security toolkit operational problems,
fraud incidents unrelated to a vulnerability, questions regarding implementation of security features, feature requests, etc...
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BroadSoft Secures Your Support Data• Secure Ticketing
• Authenticated users and all BroadSoft Support Engineers access our ticketing system using TLS.• Ticket notifications are emailed using SMTP over TLS (unless your email server does not support TLS).• Customers directly administer who can access the ticketing system using our Team Ticketing Administration.
• Additional Security added for Attached Files• Attached files are never sent in email notifications.• Any attached file may be deleted by the customer from any ticket at any time.• In addition, we have data retention rules that automatically delete attached files on fully resolved tickets after
the information is no longer required for issue investigation by BroadSoft.
• Secure Transfer of Very Large Files (For files >500MB) • Very large files such as DBs, CDRs, and log files can be transferred to us securely via SFTP/HTTP TLS at
https://support.broadsoft.com. See our FAQ for more information at: https://xchange.broadsoft.com/ftp-server• Secure files are deleted from the server upon offload by the TAC. As a secondary precaution, all files are
deleted automatically after 30 days in the unlikely event that no action was taken post transfer.
Escalations
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Escalations & Customer Priority• Escalating an issue will bring additional management attention• Additional resources may be allocated when appropriate• Use “Customer Priority” to show us the relative priority of your tickets. For example,
sometimes a Minor ticket can be more urgent than a Major ticket.• Severity of the issue is not automatically adjusted, however over time, and with mutual
agreement, the severity can be adjusted if it no longer matches to the severity definitions.
• Escalate issues in a timely manner
When to escalate:• A critical business roadblock is encountered• Dissatisfied with resolution or response • To better explain the relative priority of your tickets
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Escalation ProcessesWhat can I expect during an escalation?
• Customer contact and escalation point will collaborate to develop a communication plan
• Where applicable a technical plan of action will be developed
When is the escalation considered closed?• The plan of action has been completed and the issue addressed• A reasonable period has elapsed without any further issue recurrence• The escalation has been reviewed and an agreement reached to downgrade
the case severity
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BroadCloud Escalation Process
Customer
Support Engineer
Regional Manager
Sr Global Director
AVP Global Support
Americas: +1-866-398-9101Europe: +44-203-771-1808APAC: +61-2-9037-8314
Tom Todd (In USA)+1-410-401-4765
David Dibert (In USA)+1-240-364-9286 or
+44-20-7048-6701 or+61-2-8424-2916
Susan Pollak (in UK)+44-207-993-0261
Robert Vessey (in USA)+1-281-465-3323
Quality escalation key information:• Ticket reference• Business impact• Project / Business timeframes• Actions being requested
Mark Carroll (In Australia)+61-2-8424-2910
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BroadCloud Pre-Support Contacts & EscalationProvisioning Escalation Monday - Friday from 9a - 5p US ET
1st Provisioning Email [email protected] Don Byrd, Lead +1-918-877-9398 [email protected] Dale Hubbard, Manager +1-918-877-1115 [email protected] Darren Green, Director +1-918-877-1120 [email protected] Eric Wilkens, AVP +1-240-720-0998 [email protected]
Implementation Escalation Monday - Friday from 9a - 5p US ET1st Implementation inbound number +1-800-287-62352nd Robb Clanton, Supervisor +1-301-250-9142 [email protected] John Redmond, Director +1-240-404-7320 [email protected] Eric Wilkens, AVP +1-240-720-0998 [email protected]
Partner Helpdesk Escalation Monday - Friday from 9a - 5p US ET1st Helpdesk Main Line +1-844.613.61082nd Matt Hanna, Analyst +1-918.809.5609 [email protected] Christi Card, Analyst +1-918.734.0501 [email protected] Sean Flippo, Director +1-918.640.1913 [email protected] Eric Wilkens, AVP +1-240-720-0998 [email protected]
See also the Partner Helpdesk Overview on the Cloud KB portal here.
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BroadCloud Management Escalation
This management escalation contact list is provided to ensure good communication and timely problem resolution. Please contact the next level to escalate a support ticket.
David Dibert (in USA)+1-240-364-9286 or +44-20-7048-6701 [email protected]
Regional Management
Sr. Global Director
Tom Todd (in USA)+1-410-401-4765 [email protected]
Americas:Robert Vessey+1-281-465-3323 [email protected]
EMEA:Susan Pollak (in UK)[email protected]
APAC: (in Australia)Mark Carroll
+61-2-8424-2910 [email protected]
AVP
Response Times, Severities, and Notifications
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SeverityService Level Target Time Frames 1, 2
Response Commitment 3 Resolution CoverageCritical N/A N/A N/A N/AMajor <2 Business hours 4 <15 days By commitment date 24x5 4
Minor <1 Business day 4 <30 days By commitment date 24x5 4
Informational As needed As needed As needed 24x5 4
The time from the creation of a ticket until responded to by BroadSoft.
The time from the creation of a ticket and access to a failing account that reproduces the issue until we have a commitment date for a permanent fix.
The time from the creation of a ticket until we have a permanent and long term fix for the issue.
Our hours of support coverage.
Notes:1 BroadSoft usually exceeds these goals. Escalate if you have a more urgent issue or set the “Customer priority” to high.2 If the issue is server related, the issue follows the BroadWorks or BroadCloud targets. BroadWorks clients Call Center
and Receptionist follow the BroadWorks targets.3 Access to a failing account that reproduces the issue is needed before a commitment can be made.4 Business hours are Sunday 22:00 UTC – Friday 21:00 UTC.
UC-One App Service Level Targets-Includes UC-One Desktop & Mobile, Connect, Meet, and Team-One Desktop & Mobile
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Major Problems that significantly affect the operation of the software and require fast attention.• The software freezes or crashes when using a major feature for several users making the software unusable.• A major feature of the software does not work for all users• Notifications are never received by the registered apps• There is no reasonable workaround or alternative
Minor Problems that do not significantly impair the functioning of the software or do not significantly affect service to customers.
• Incorrect operation of any feature• Any feature of the software that intermittently fails such as notifications, alarms, presence, or status• Inability to install or upgrade the software• The software freezes or crashes when using a minor feature• There is a reasonable workaround or an alternative
Informational You want information concerning the product capabilities, upgrade or installation advice, configuration help, or feature usage.
• Answers to questions about installation, upgrades, configuration, and features.• A usability or documentation suggestion• There is an easy workaround or no workaround is required e.g. due to the insignificant impact of the issue.
UC-One App Severities
ADDITIONAL HIGHLIGHTS
Team-One Release Schedule
• Cloud Service Releases
• Quarterly feature releases
• Release Notes: https://www.team-one.com/support/release-notes/
• Regular maintenance fixes as needed
• Desktop and Mobile App Releases
• Maintenance releases are delivered as needed, generally monthly,
for all platforms
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ADDITIONAL HIGHLIGHTSResponse Times, Severities, and Notifications
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Severity
Service Level Target Time Frames
ResponseService
Restoration CoverageCritical <15 minutes <4 hours 24x7x365Major <30 minutes <6 hours 24x7x365
Minor <60 minutes Next day 24x7x365
Informational As Needed Best Effort 24x7x365The time from the creation of a ticket until responded to by BroadSoft.
The time from the creation of ticket until we have the service restored. If the problem cannot be immediately resolved, the time until we provide information about a possible work-around. The customer manually supplies the restore time.
Our hours of support coverage.
CC-One Service Level Targets
Service NameAvailability
TargetOn Demand ACD 99.99%Supervisor Dashboard 99.9%
Advanced Reporting 99.9%
Call Recording 99.5%
On-Demand Jukebox and Data Replica 1 99.0%
Note:1 Call recordings via the Jukebox web-based user interface shall be available within one (1) hour of physical recording 90% of the time, and within four (4) hours of physical recording 96% of the time. Data access from the Data Replica shall be available within twenty four (24) hours after the most recently completed day.
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Critical Problems that severely affect call handling or routing, and require immediate corrective action (24x7x365).• A total or partial outage. Call handling or routing is down for a large group of users (>20% of users)• Mission critical operations are severely impacted and there is no workaround
Major Problems that significantly affect system operation, provisioning, administration, and require fast attention.• There are call handling or routing issues with a small group of users ( >10 % of users)• System performance is degraded, but still able to handle load• Loss of any administrative, reporting or other functionality required to operate a contact centre• There is no reasonable workaround
Minor Problems that do not significantly impair the functioning of the system or do not significantly affect service to customers. • Incorrect operation of any feature or intermittent failures• There is a reasonable workaround
Informational You want information concerning the Enterprise product capabilities, upgrade or installation advice, configuration help, or feature usage.• BroadSoft notifications for a upgrade or maintenance activities• Configuration questions, usability issue, documentation suggestion
CC-One Service Level Targets
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CC-One Maintenance
Type Description Advance NoticeScheduled Upgrades and Maintenance
Major release Upgrade Thirty (30) days
Maintenance Seventy Two (72) hoursService Bulletin Day of upgrade
Unscheduled Maintenance Maintenance that cannot wait for 3-day notification window
As far ahead as practicable
Notes:1 Most maintenance procedures are performed without customer impact and can take place at any time.2 To the extent reasonably practicable, scheduled maintenance will take place during the hours between 18:00 and 23:00 Eastern time,
Monday through Saturday.3 Notifications will be sent via email to Customer’s designated personnel as well as via dashboard alerts when appropriate.4 An official communication will be sent from BCC to Customer’s designated personnel upon completion of any upgrade or maintenance. 5 Scheduled upgrade and maintenance times are deducted from total monthly minutes for the purpose of availability SLA calculations.
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CC-One Maintenance & Notifications
• Maintenance:• A major platform release and upgrade is scheduled once every quarter
on the average. • Minor upgrades and bug fixes are deployed as needed.
• Customer Notification:• 30 day advance notification for major releases• 3 day advance notice for scheduled maintenances• Emergency maintenances are performed as necessary, with an email
notification prior to the maintenance.• Outage or Service advisories are sent when issues that are disruptive or
potentially disruptive to customer operations are identified.
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CC-One Escalation process
Customer
Support Engineer
Director, Support & Ops
AVP Service Delivery
AVP Global Support
David Dibert (in USA)+1-240-364-9286 or +44-20-7048-6701 or+61-2-8424-2916
Ashwin Kumar (in USA)+1-408-338-0894
Quality escalation key information:• Ticket reference• Business impact• Project / Business timeframes• Actions being requested
+1-408-707-1054 or+1-877-353-7788 (US Toll Free)[email protected]
Mukesh Sundaram (in USA)+1-408-338-0851
Support ManagerPranava Swaroop (in USA)
+1-408-338-0864
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Thank Youhttps://xchange.broadsoft.com/
https://broadcloud.broadsoft.com/
