Commercial
Service levels
The contractual commitments on availability and support response, how they are measured and reported, service credits, maintenance, and how the service is kept running.
On this page
When your customers' conversations run through Telonic, its availability becomes part of your service. Telonic's service levels are contractual: they cover the availability of the service and how quickly support responds, and service credits apply when a commitment is missed. The figures are set out in your agreement. This page explains what the commitments cover, how availability is measured and reported, how maintenance is handled, and how the service is kept running when something fails.
What the service levels cover
| Commitment | What it covers | Where the figures are |
|---|---|---|
| Availability | The service is able to take and handle conversations on the channels in scope, and the console is available to your team | Service level terms in your agreement |
| Support response | How quickly support responds to a request, by severity: critical, high, normal and low | Service level terms in your agreement. See Support |
| Service credits | A credit against your fees when an availability or support response commitment is missed | Service level terms in your agreement |
How availability is measured
Availability is measured continuously by monitoring the parts of the service Telonic operates: whether calls and messages arriving at your deployment are being handled, and whether the console is reachable. How availability is calculated, over what period, and from when time lost to an incident counts are set out in your agreement.
Scheduled maintenance, carried out with notice as described below, and the exclusions set out in your agreement are not counted against availability.
The service report
You receive a regular service report for your deployment, at the frequency set in your agreement. It shows measured availability against the commitment, any incidents with their duration, cause and resolution, support requests by severity with response against target, scheduled maintenance carried out, and any service credits due. The report goes to your named contacts, and we review it with you on a regular schedule agreed in your contract.
Scheduled maintenance
Maintenance that could affect the service is scheduled in advance, with notice to your named contacts, and timed with you to avoid your busiest periods, such as a property launch weekend, a peak travel period or a renewal cycle. Where urgent maintenance is needed to protect your data or the service, for example to apply a security fix, we tell you as early as we can and explain why.
Where the service levels apply
Telonic's service levels apply to the parts of the service Telonic operates. A conversation also travels through systems others operate, and each of those runs under its own terms, as it does today.
| Part of the journey | Operated by | Covered by |
|---|---|---|
| Your phone lines and carrier | Your carrier and your organisation | Your carrier's terms |
| WhatsApp message delivery | Meta, on its WhatsApp Business Platform | Meta's terms |
| Email delivery to your mailboxes | Your email provider | Your email provider's terms |
| Your CRM, booking, policy and other systems | Your organisation or its providers | Your own arrangements |
| Your Telonic deployment and the console | Telonic | Telonic's service levels |
Where Telonic runs in your own cloud account or on your own premises, you operate the underlying infrastructure, and the service levels are adapted to reflect that division. Your agreement sets out exactly what is covered for your hosting option.
Service credits
Service credits are calculated as set out in your agreement and shown in the service report, so the measurement and any credit due are visible to both sides. Your agreement sets out how credits are applied and how they relate to your other rights under the contract.
Keeping the service running
The service is designed to keep running when a component fails, and to recover through tested procedures when it cannot.
- Approved fallback providers. If a speech or language provider has an outage, failover (switching automatically to another provider) switches only to an approved provider in your chosen region, and fallback providers are tested in advance.
- Capacity. Capacity for simultaneous conversations is agreed with you from your expected volumes and peaks. On your own premises, computing capacity is sized with you during implementation.
- Backups. Backups and disaster recovery copies are encrypted and stay in the same country as your deployment.
- Business continuity and disaster recovery. Documented business continuity and disaster recovery plans set out how the service keeps running, and is restored, after a major failure, and are tested regularly.
- Monitoring and incident response. The service is monitored continuously, and incidents follow a defined process. See Incident response.
In practice
An airline's procurement and IT teams review the service levels before contracting.
- They confirm the availability and support response commitments in the service level terms, and the service credits that apply.
- They note that WhatsApp delivery runs under Meta's terms and that calls reach the deployment through the airline's own carrier, and they check their own arrangements with each.
- They agree maintenance windows that avoid the airline's peak travel periods and its plans for delays and cancellations.
- The airline's operations lead receives each service report, with availability, incidents, support response and any credits due, and reviews it with Telonic each quarter.
Related
- SupportCommercial
- Incident responseSecurity and data protection
- Hosting and data residencySecurity and data protection
- Contracts and data processing termsLegal and compliance
- How pricing worksCommercial
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