Service Level Agreement (SLA) support
For SLA support services, a valid support agreement is required. The Technical Assistance Center (TAC) is available 24/7 to respond to any network emergency. Note, this service is only available to customers with SLA.
For communication with the TAC team, a web-based Service Request ticket system is used. Service Requests track communication and activity related to a particular issue.
A Service Request priority level describes the impact the reported issue has on the current operation of the network, and defines the resources (both from Waystream and customer) that are required to resolve the issue.
Service Request Priority Levels
|Priority||Impact on network||Customer resources||TAC resources|
|P1||Entire network/system down, Critical functions do not work according to specification. Major service disruption experienced by users.||Resources must be available 24/7 to work on the problem.||Resources are assigned 24/7 until a workaround or solution has been found.|
|P2||One or several key functions are out of service/not working according to specification. Services for a significant numer of users are affected.||Resources must available 8/5 to work on the problem.||Resources are assigned 8/5 until a workaround or solution has been found.
Suspected problem with product or system not behaving as expected. Services for some users are affected.
|Resources to be assigned as required to perform troubleshooting.||Resources are assigned to work on the issue in queue order according to SLA.|
|P4||General support queries about fuctionality or performance. Questions related to services or products to be deployed.||No prioritisation of resources is required to resolve issue.||Resources are assigned to work on the issue in queue order according to SLA.|
Emergency phone hot-line contact information is also available after you login to the TAC support site. Login to TAC support site.