Frequently Asked Question
1. Technical Support includes access to the trouble ticketing system, telephone and email correspondence and interaction with the Stratelegy technical support team during Standard Support Hours for Support Events of any Priority. Subject to availability of resources, Stratelegy may, in its discretion, direct Customers to use the trouble ticketing system and/or email in place of Telephone Support.
2. Standard Support Hours. Standard Support hours are between 9:00AM and 5:00PM Eastern Time, Monday through Friday. All other hours are considered Off Hours.
3. New Install Support - Customers are required to schedule Stratelegy Support five (5) business days in advance for new installs. Stratelegy will make it's best effort to provide any remote assistance possible to the reseller. Customers removing or disconnecting services of customers from a third party services provider are not considered to be a 'Stratelegy - Out of Service' customer entitled to escalation or after-hours support. All new Installs should be planned and bench tested by the Customer if the equipment or environment is unfamiliar to the customer for activation of any new Stratelegy Services. For new install support tickets requiring after-hours support or priority handling requested by the customer, a billable support rate of $125.00 per hour will be charged, with a two-hour minimum.
4. Off-Hour Support. Standard Support is available during Off Hours as needed for Priority 1 events. Access to Support during Off Hours for non-Priority 1 events is subject to availability and MUST be scheduled in advance. (Billable time MAY apply)
5. Uncovered Priority 1 Events. In the event that the customer contacts Stratelegy outside of standard support hours to help remedy a Priority 1 outage, the event will be reviewed by Stratelegy and customer to determine the cause of the outage. If Stratelegy is determined to not be at fault for the cause of the event, the customer will be billed for Stratelegy's time spent at the after-hours non-planned emergency support at the rate of $125.00 per hour, with a one hour minimum. Customer will not be responsible for any incident fee or hourly fees if an outage is determined to be the fault of Stratelegy.
6. Priority Definitions & Response Times (All Tickets):
| Priority Level | Response Time | Best Effort Resolution Time |
| Urgent: This priority is reserved for system-wide outages that affect all Stratelegy customer's. Examples include no dial tone, inability to Register, or unable to complete any calls. | One (1) hour to respond and begin working with customer to restore service. | As soon as possible |
| High: This is the priority when problems experienced result in a partial service outage, intermittent or end to end call processing failures. Examples include Inbound/Outbound calls to specific areas not completing or dropping, one-way audio, web interface not available or not functioning properly, therefore, hindering call processing routing, etc. | Two (2) hours to respond and begin working with customer to restore service. | As soon as possible |
| Medium: This is the default priority for trouble issues related to call processing, routing, voicemail, call transfers within a previously operational PBX/Domain environment. Additionally, this includes day-to-day account-centric problems such as access to the account, password renewal, etc., and de-escalation of Priority 1 & 2 ticket issues resolved and left open for monitoring. | Four (4) hours to respond and begin working with customer to address the problem. | Within eight (8) business hours |
| Low: This is the default priority for all other trouble tickets including setup and configuration issues. Examples included AA setup, custom dial plans, simultaneous ring groups, custom programming request, device configuration, etc. Final priority of all 1,2 & 3 priority tickets before being set to AutoClose or Resolved. | Eight (8) hours to respond and begin working with customer to address the problem. | Within forty-eight (48) business hours |
6. Escalation. In the event that your issue is not resolved through the standard support channels, the escalation path is as follows:
| Contact Name/Title | Contact Email | Telephone |
| 1. Stratelegy Escalation | Escalations@stratelegy.com | 888-975-6130 Opt. 2 |
| 2. James Stendeback | James.Stendeback@stratelegy.com | 888-975-6130 Ext. 3011 |
| 3. James Crider | James.Crider@stratelegy.com | 888-975-6130 Ext. 3010 |
7. Response Time. Response time is calculated from the time customer dispatches the ticket to Stratelegy until the time when Stratelegy provides a response to the ticket (Note: a response does not constitute a Work-Around or a Permanent Solution).
8. Resolution Requiring Code Changes. In cases where problems require changes to software code (e.g. Issues escalated to platform vendors), Stratelegy shall use commercially reasonable efforts to deliver a resolution, or in case an immediate resolution is not possible, then a Work-Around, to all non-service affecting issues as soon as possible.
9. Standard Product Improvements and Software Version Upgrades. Customer will receive at no charge all new versions of any Stratelegy software module, and any new features and standard product improvements that are made generally available to Stratelegy Customers.
10. Notification of Potential Maintenance or Changes. Stratelegy will notify customers about any planned maintenance or relevant changes made to Platform, which have any potential to impact the customer's service.
11. Delinquent Payment Status (except with respect to amounts subject to a bona fide dispute). Customer's are required to maintain their account balance in good standing at all times with Stratelegy. For customer accounts delinquent more than 10 days, Stratelegy reserves the right to suspend the handling of non-service related support tickets until the customer's account is returned to good standing. If customer's account is fifteen (15) days or more overdue, Stratelegy reserves the right to suspend customer's Dashboard access (Systems Management Portals) for adds, deletions or changes in services, without liability, until such amounts are paid in full.