Galaxy S3 native browser does not support code used in this site. Please use Chrome, Firefox or Opera.
Hosted Telephony Services - Call Distribution and Management

X-on Support Service Levels

Bronze, Silver and Gold Support Packages

Comparison table showing the agreed levels of Support for our Bronze, Silver and Gold customers.

Service Bronze Silver Gold
Minor Problems Time to respond 8 Hours 6 Hours 4 Hours
Time to fix 24 Hours 16 Hours 8 Hours
Serious Problems Time to respond 4 Hours 2 Hours 1 Hour
Time to fix 8 Hours 6 Hours 4 Hours
Critical Problems Time to respond 1 Hour 30 Minutes 15 Minutes
Time to fix 4 Hours 2 Hours 1 Hour
Technician available for Critical Problems 9am - 5.30pm Monday to Friday (Excluding Bank Holidays) 9am - 5.30pm Monday to Friday (Excluding Bank Holidays) 24/7
Assistance with Self Serve Configuration Changes (during working hours) £35 per Hour £35 per Hour Complimentary
Service Availability 99% 99.9% 99.99%
Compensation for failure to meet SLA One month's rental credit One month's rental credit Three months' rental credit
Escalation Path Email X-on Operations Manager Email X-on Operations Manager DDI Operations Manager and Managing Director
Data Retention 3 Months 3 Months 3 Months (longer periods available upon request)
Resilience Plan Automated service monitoring Automated service monitoring Automated service monitoring
Guaranteed dual site deployment Guaranteed dual site deployment Guaranteed dual site deployment

Please contact your Account Manager on 0333 332 0000 (press option 1 for Sales) if you would like to upgrade your Service Level Agreement.