Callroute Support
Our expert Callroute support engineers are available around the clock to ensure our service remains online 99.99% of the time.
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
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.
Impact
Low: Non-service affecting with workarounds available.
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
P1
Impact
Critical
Incident Response
15 Minutes
Incident Resolution
4 Hours
Coverage
24 x 7 x 365
P2
Impact
Serious
Incident Response
4 Hours
Incident Resolution
1 Business Day
Coverage
24 x 7 x 365
P3
Impact
Moderate
Incident Response
1 Business Day
Incident Resolution
5 Business Day
Coverage
9am – 5pm UK Hours
Impact
Low
Incident Response
5 Business Day
Incident Resolution
10 Business Day
Note: SLA applies to Callroute platform products and services only. Business days are aligned to the UK and exclude UK public holidays.
