Callroute Support

Our expert Callroute support engineers are available around the clock to ensure our service remains online 99.999% of the time!

Service Status

All systems are currently operational

January 26, 2023 10:02 pm

Contact Information

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. Details as to how to register for an account are here.  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
Critical: A critical impact on business operations and unable to perform core business functions
Service is ‘down’. There is a complete service outage at one or multiple sites. All users at one or multiple sites are affected.
P2
Serious: Partial outage to business systems, and quality of services, or a service features is unavailable or failing.
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
Moderate: Outage to non-business critical services, with limited impact to its quality.
Operational perform is impaired, while most service activity remains functional. Some users could be slightly affected, or a low number of users more affected.
P4
Low: Non-service affecting with workarounds available.
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.

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
Critical
15 minutes
4 Hours
24x7x365
P2
Serious
4 Hours
1 Business Day
24x7x365
P3
Moderate
1 Business Day
5 Business Days
9am - 5pm UK Hours
P4
Low
2 Business Days
10 Business Days
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.