FAQ
Commercial questions
Direct answers to the questions procurement and commercial teams ask about pricing, implementation, contracts and support.
On this page
- How pricing works
- How does pricing work?
- What is included?
- Can we forecast what it will cost?
- What if our volume drops, or grows?
- What does the implementation fee cover?
- How do we get a quote?
- Getting started
- How long does implementation take?
- Can we start small?
- What is the contract term?
- Support and assurance
- What support do we get?
- What service levels do you commit to?
- Telonic is a young company. What does that mean for us?
- Can we speak to reference customers?
- Related
These are the questions procurement, finance and commercial teams ask most often, answered directly. They cover how Telonic is priced, what a first deployment involves, and what your agreement commits us to. Each answer links to the page with the full detail.
How pricing works
How does pricing work?
You buy a monthly usage package for each channel group, quoted as one monthly figure that already includes the underlying technology costs. Voice is priced per call, messaging per conversation, with WhatsApp, SMS and email in one pool, and web and app per session. There is one implementation fee at the start.
See How pricing works.
What is included?
Every product capability is included at every package size. Your hosting option, a dedicated environment if you choose one, and Meta's charges for marketing templates are reflected in your quote. Utility templates and service conversations are included in the messaging package, and Meta's charges for marketing templates are passed through at cost. You pay for volume, not features.
See How pricing works.
Can we forecast what it will cost?
Yes. Each package is one monthly figure that covers the platform and the speech, language and infrastructure technology underneath it, so there is no separate usage bill for any of them. The minimum for each package is billed quarterly in advance, and usage above it is billed in arrears at the same rate, never a penalty rate. Calls travel over your own carrier, under your existing arrangement with them.
See How pricing works.
What if our volume drops, or grows?
Each package has a minimum at 75% of its ceiling, billed quarterly in advance, and usage above the minimum is billed in arrears at the same rate. We size each package with you before you sign, from your own volumes and how they move across the week and the year, including your peaks. Once you are live, we review your usage with you, and how a package changes size is set out in your agreement.
See How pricing works.
What does the implementation fee cover?
It covers the work to connect your systems, build the agent around your processes, and test it before any customer reaches it. It is a single fee, agreed before you commit.
See Implementation.
How do we get a quote?
Tell us roughly how many conversations you handle in a month on each channel, and which parts of your business they come from. We come back with one figure for each package and an annual figure you can take to your finance team.
See How pricing works.
Getting started
How long does implementation take?
The timeline depends mainly on the systems being connected; you receive a plan with dates before you commit. The plan covers each step: mapping your processes, connecting your systems, testing, and going live.
See Implementation and How a deployment works.
Can we start small?
Yes. Deployments start with one channel in one department, such as out-of-hours enquiries for one property launch or claim status for one product line. You agree what will be measured before go-live, and extending to another channel or department uses the connection already in place.
What is the contract term?
The term is set out in your agreement, along with billing, package changes and what happens when the agreement ends. Your agreement is with Mirchandani Technologies L.L.C-FZ, Meydan Free Zone, Dubai.
See Contracts and data processing terms.
Support and assurance
What support do we get?
Support is provided in Arabic and English. Critical incidents are covered 24/7, and other requests are handled during UAE business hours. Response targets for each severity level are set out in your agreement.
| Severity | What it means |
|---|---|
| Critical | Customers cannot be served on a channel in production, or customer data is exposed or at clear risk |
| High | Service is running but seriously impaired for many customers, and there is no workaround |
| Normal | Part of the service is not working as it should, with a workaround, or a small number of customers are affected |
| Low | A question, a request for information, or a change you would like to make |
See Support.
What service levels do you commit to?
Service levels are contractual. They cover availability and support response, with service credits if they are not met, and the figures are set out in your agreement.
See Service levels.
Telonic is a young company. What does that mean for us?
You work directly with the people who built the product, and you have a named contact at Telonic who knows your deployment. Your agreement covers your data in writing: where it is held, how it is protected, and how it is returned and deleted when the agreement ends. Telonic maintains business continuity and disaster recovery plans, and tests them.
See Contracts and data processing terms.
Can we speak to reference customers?
You would be among our first clients in your sector. Our founders are directly involved in your deployment, and your feedback shapes how the industry model for your sector develops. We also show you the product working on your own workflow, which tells you more than a call about someone else's business.
Related
- How pricing worksCommercial
- ImplementationCommercial
- SupportCommercial
- Service levelsCommercial
- How a deployment worksGetting started
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