Knowledgebase:
RingLogix PartnerCare™ Support Policy
Posted by Albert Diaz, Last modified by Albert Diaz on 24 January 2023 03:45 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.
 

Technical Support

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

Standard support includes:
  • Priority based assistance with configuring and troubleshooting RingLogix services during standard support hours.
  • Initial system configuration and testing.
  • Access to system logs including but not limited to SIP ladders, PCAPS and audit trails.
  • Access to online support resources including documentation, our ticketing system, chat and other resources RingLogix may make available.
  • Routine maintenance and software updates.
  • Automated alerts for service irregularities including suspected fraud use.
  • Investigation, verification, and correction of reported bugs, subject to 3rd party vendor limitations.
  • Access to a Customer Success Team


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.

Priority Condition Initial Response Time* Best Effort Resolution Time*
Critical The partner is experiencing a system wide outage. For example: All your customers are unable to make and receive any calls. 1 Hour As quickly as possible
High The partner is experiencing a partial outage or intermittent issue with a service. For example: a single customer cannot make or receive calls, calls are not completing to certain areas, one-way audio, inability to access a RingLogix system via the public web. 2 Hours As quickly as possible
Normal Issues may include problems with general call routing, voicemail, transfers, call queues, etc… for an existing and previously working service. High and Critical tickets that have been initially resolved but may still require a permanent solution, continued monitoring or more updates will be set to this priority. 4 Hours Within 8 Hours
Non-Impacting This priority is for assistance with setup and configuration issues including: IVR or Queue setups, device configurations, custom dial plans, etc.  8 Hours Within 48 Hours


Ticket Escalations

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.

Contact Email Phone
Support Team Lead    
Mary Milar Director of Client Services m.milar@ringlogix.com  305-800-8647 *209
Gabriel Olano Director of Engineering gabe@ringlogix.com  305-800-8647 *220


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.






(0 vote(s))
Helpful
Not helpful