RingLogix PartnerCare™ Support Policy
Posted by Albert Diaz, Last modified by Gabe Olano on 25 July 2023 12:20 PM
**DRAFT IN PROGRESS - Please come back soon for more info***|
Our PartnerCare™ support program is designed to give our partners the resources they need to grow and scale their white label VoIP offering. It includes ticket, phone, email, and chat based technical support, along with automated monitoring and scheduled maintenances.
Our technical support services are available 24/7 for high priority issues and during standard support hours for request of any priority. Subject to the availability of resources and/or other considerations, RingLogix may direct a partner to use the ticketing system located within RingOS, and/or email, in place of phone or chat-based support.
Standard Support Hours
The RingLogix PartnerCare™ Team is available Monday – Friday from 9AM EST to 7PM EST for all support request of any priority.
Standard support includes:
After Hours Emergency Support
After hours emergency support is available for service impacting issues related to any RingLogix system or underlying carriers. To request after hours assistance please call 305-800-8647, press option 8 and leave a detailed message. Then immediately open a ticket with the word “EMERGENCY” on the subject line and include all details related to the issue, including but not limited to call samples, call traces and or screenshots as applicable. The on-call technician will be alerted of your message and retrieve the matching ticket. Please note that leaving out the necessary details will delay the engineer’s ability to quickly address your problem.
The voicemail left on the after hours line is what alerts the on call technician. If you do not call and leave a message your ticket will not be escalated.
After hours tickets not related to an issue with a RingLogix system or underlying carrier are subject to after hours support rate of $125 per hour, billed in one-hour increments, for time spent working on the incident by a RingLogix technician.
Partners will NOT be charged any after hour support fees for issues related to a RingLogix system or underlying carrier.
PartnerCare Service Levels
RingLogix is committed to providing priority based support services according to the following service levels.
RingLogix has established a system which ensures your requests are addressed as quickly and efficiently as possible. However, in the event a request does not meet the response times defined in our PartnerCare Service Levels, or is not resolved through our standard support channels, a Partner may escalate as follows.
Escalations to Vendors
In the event a request requires an escalation to a vendor, RingLogix shall use commercially reasonable efforts to provide a resolution as quickly as possible. In case a quick resolution is not possible, RingLogix engineers will use all internal resources and best efforts to provide a work around.
Resolutions Requiring Code Changes
In the event a resolution requires changes to software code, either by RingLogix or a platform vendor (E.g. Netsapiens), RingLogix will use commercially reasonable efforts to get said change scheduled and released as quickly as possible. In case a quick resolution is not possible, RingLogix engineers will use all internal resources and best efforts to provide a work around. However, please note that RingLogix has no control vendor roadmaps or issue prioritizations.
Fraud Monitoring and Actions
The RingLogix SIPWatch™ system monitors device provisioning, registration and calling behaviors to help identify possible fraudulent events. From monitoring brute force attacks to unusual device IP changes, calling patterns and more, SIPWatch™ keeps an eye on your customers services 24/7 and alerts our NOC of suspicious activity. When a NOC technician receives an alert, they may implement certain blocks on the affected service(s) or customer. For example, disabling international dialing, blocking high cost domestic destinations and/or resetting SIP credentials. When this occurs, the technician will open a ticket to alert you with instructions on how to proceed with restoring said service and mitigating further compromises. Substantial care is taken to avoid false alarms, and in most cases standard domestic calling (not prone to fraud) will continue to work as normal, so as to not interfere with daily operations. However, it is the Partners responsibility to treat all alerts with utmost priority, communicate with you customers about the validity of the event and implement and changes or steps outlined in the alert ticket.