Callroute Support
Our expert Callroute support engineers are available around the clock to ensure our service remains online 99.99% of the time.
Maintenance Notifications
View all maintenance notifications
on our Knowledge Base
Get The Help You Need
If you purchased Callroute via a partner, please contact them in the first instance. Our partners are well trained in diagnosing common issues. Should the issue require Callroute support, your partner will raise a case with us directly.
If you are a direct customer, please register and log a support request via our Customer Support Hub. Alternatively, check out our Knowledge Base for answers to the most common problems.
Priority Support Matrix
When reporting an incident, you should indicate the priority of the incident using the correct description. Callroute do have the right to revise a priority classification but will inform the submitter of any changes made.
Impact
Description
P1
Impact:
Critical: A critical impact on business operations and unable to perform core business functions.
Description:
Service is ‘down’. There is a complete service outage at one or multiple sites. All users at one or multiple sites are affected.
P2
Impact:
Serious: Partial outage to business systems, and quality of services, or a service features is unavailable or failing.
Description:
Operation of a service is severely degraded, but operable. A large number of users are affected, or a small number of important users are affected.
P3
Impact:
Moderate: Outage to non-business critical services, with limited impact to its quality.
Description:
Operational performance is impaired, while most service activity remains functional. Some users could be slightly affected, or a low number of users more affected.
P4
Impact:
Low: Non-service affecting with workarounds available.
Description:
A minor service issue, where there is little or no effect on business operations. Ranging from a few users moderately affected, to all users affected by a service issue.
For urgent support, call
+44 (0) 207 096 6799
If unavailable due to an outage, please use our alternative number:
+44 (0) 204 600 9340
Incident Resolution Matrix
When reporting a fault, the individual should indicate the severity of the fault, but it is the responsibility of Callroute to prioritise the fault internally.
Impact
Incident Response
Incident Resolution
Coverage
P1
Impact:
Critical
Incident Response:
15 Minutes
Incident Resolution:
4 Hours
Coverage:
24x7x365
P2
Impact:
Serious
Incident Response:
4 Hours
Incident Resolution:
1 Business Day
Coverage:
24x7x365
P3
Impact:
Moderate
Incident Response:
1 Business Day
Incident Resolution:
5 Business Days
Coverage:
9am – 5pm UK Hours
P4
Impact:
Low
Incident Response:
2 Business Days
Incident Resolution:
10 Business Days
Coverage:
9am – 5pm UK Hours
Note: SLA applies to Callroute platform products and services only. Business days are aligned to the UK and exclude UK public holidays.