Normal Business Support Hours: Technical Engineer hours are Monday through Friday, 7 am to 7 pm CT for all issues.
Priority Definitions & Response Times (During Normal Business Hours)
Critical (Response Time 2 hours, anytime): This priority is reserved for system-wide outages that affect all ESI Subscribers. Examples include no dial tone, inability to Register, or unable to complete any calls.
High (Response Time 1 business day): This is the priority when problems experienced result in a partial service outage, or intermittent/end-to-end call processing failures. Examples include Inbound/Outbound calls to specific areas not completing or dropping, one-way audio, web interface not available or not functioning properly, therefore, hindering call processing routing, etc.
Normal (Response Time 3 business days): This is the default priority for trouble issues related to call processing, routing, voicemail, call transfers within a previously operational PBX/Domain environment. Additionally, this includes day-to-day account-centric problems such as access to the account, password renewal, etc., and de-escalation of Priority Critical and High ticket issues resolved and left open for monitoring.
Informational (Response Time 5 business days): This is a priority default for Customer Questions, System Maintenance or activity happening to the platform.
New Installation Support: New installations that have not been activated or validated may be referred to the Project Coordinator for assistance.
After-Hours ESI Cloud Support Hours:
Monday to Friday: 7PM Central to 7AM Central
Saturday and Sunday: All day
Critical issues:
A ticket will be opened by ESI for any critical issue reported outside of normal business hours.
A tech will respond within 2 hours.
Critical issues are defined as a system-wide outage affecting all ESI subscribers.
Examples of critical issues:
No dial tone
Inability to register
Unable to receive or complete any calls
Non-critical issues:
A ticket will be opened for any issue not defined as critical.
A tech will respond the next business day during normal business hours:
7 AM to 7 PM CST, Monday to Friday
Status of Network Outage: ESI shall provide status for a Network Outage to our Network Status webpage for any Priority 1 events, http://status.esi-estech.com/ Customers can register for email status updates of a Network Outages by clicking on the button on the top right hand corner of the status page and entering their email address. Notification of Potential Maintenance or Changes to the telephone platform, which may have a potential impact to a customer's phone service will also be posted at http://status.esi-estech.com/.
Escalations: In the event that your issue is not resolved through the standard support channels, the escalation path is as follows:
First Response Times: First response time is calculated from the time a ticket is opened until the time when ESI provides first response to the ticket (Note: a response does not constitute a Work-Around or a Permanent Solution).
Resolutions: In cases where problems require changes to software code (e.g. Issues escalated to platform vendors), ESI shall use commercially reasonable efforts to deliver a resolution in a timely manner, or in case an immediate resolution is not possible, a work-around will be provided.
Professional Services Fees or Custom Programming: Billed at $150 per hour in hourly increments.
