Service Level Agreement — RocketPhone.ai Telephony SLA
1. Parties & Scope
This SLA is between RocketPhone.ai Ltd. (“Provider”) and the customer (“Customer”) regarding the telephony (voice call) services provided by RocketPhone.
It defines service levels, response commitments, escalation and contact paths.
2. Definitions / Severity Levels
| Severity | Description |
|---|---|
| Critical | Telephony service is unusable: e.g. inbound or outbound calls fail entirely; calls drop continuously; no calls can be placed or received. Tenant or platform-wide outages. |
| Major | Partial degradation: e.g. some calls fail, high drop rate, severe quality issues, or some calls do not connect. |
| Minor / Medium | Non-critical issue or service requests: minor call quality problems (echo, latency), configuration requests, one or two users affected, feature requests. |
3. Service Hours
In-Hours: Monday–Friday, 08:00 to 18:00 UK time (excluding public holidays).
Out-of-Hours: All times outside the “In-Hours” window.
4. Support Commitment & Response Times
4.1 In-Hours SLA
| Severity | Initial Response Target | Resolution / Update Cadence | Escalation / Remarks |
|---|---|---|---|
| Critical | within 30 minutes | RocketPhone to begin resolution immediately; updates every 30 minutes until resolved | For critical severity issues, customers may contact their dedicated customer success rep by phone. |
| Major | Within 30 mins | Updates every 2 hours until resolved | — |
| Minor / Medium | Within 30 minutes | Updates at least twice per working day | — |
4.2 Out-of-Hours SLA
| Severity | Initial Response Target | Resolution / Update Cadence | Escalation / Remarks |
|---|---|---|---|
| Critical | within 3 hours | Updates every 1 hour until resolved (or until next In-Hours) | After escalation, handover to in-hours team |
| Major | by next business day | Updates provided during next in-hours session | — |
| Minor / Medium | by next business day | Start action next In-Hours; interim response may be “ticket acknowledged” | — |
Notes
- “Initial Response” means an acknowledgement by a human support agent at RocketPhone indicating we have received the issue and will investigate.
- “Update” means a human-driven status update to the Customer even if there is no change in resolution.
- RocketPhone will not utilise automated triage chatbot as the first line of response — the first manual response will be a human interaction.
- If resolution cannot be completed within the standard window, RocketPhone will suggest a workaround or temporary fix and propose a realistic timeline for full resolution.
5. Critical Escalation / Contact
For Critical issues, the Customer may use direct escalation:
- Call the main switchboard: +44 20 4538 7788.
- If no answer or no timely pickup, contact your dedicated Account Manager (AM) directly on their RocketCell mobile number.
These calls will take precedence and the support team will prioritise responding.
6. How to Report an Incident
- Submit a ticket via email to support@rocketphone.ai (this is the official logging channel).
- The ticket will be picked up by a human support engineer promptly as per SLA.
- For critical issues, you should still use the escalation phone route (see 5.2) in addition to sending via email, to ensure visibility.
7. Measurement, Reporting & Reviews
- RocketPhone will track SLA compliance: response times, resolution times, number of breaches.
- Monthly (or quarterly) reports will be made available to the Customer, showing performance, breaches, root causes, and corrective actions.
- SLA will be reviewed at least annually and may be revised by mutual agreement.