Symptoms
- Service Request Severities
-
Ozonetel Support & Escalation Procedures
Procedure
NOTE: Contact the support team at partner.support@ozonetel.com
This email is the preferred contact method. SL1 & SL2 will gain a rapid response, and you should be available for a Teams meeting in about 15 minutes after sending the email.
The severity level is assigned to each Heat ticket to define the urgency and the business impact of a
customer incident.
When you escalate a ticket to the Ozonetel Support team, make sure you indicate the severity of the issue with "SL 1-5" in the subject or body of the email.
A new SL0 has been created for provisioning numbers and extensions. This means that if you need a campaign created or a WebRTC extension created, you can put SL0 in the subject line, and this will route to the provisioning team
| Severity Level | Name | Definition |
|---|---|---|
| SL1 | Critical |
The incident is service-affecting, and the entire system has failed. Such problems involve system failure or loss of critical functionality that renders the systems inoperable. EXAMPLE: Users are unable to make Voice/submit messages. |
| SL2 | Major |
The situation is service-affecting and involves the system or application experiencing an interruption, and there is a risk of recurrence. There may also be a significant impact on the ability to do business or serious performance degradation. EXAMPLE: Frequent call drops and delays in message delivery. |
| SL3 | Medium | The situation is not service-affecting. It includes incorrect operation of minor functionality, documentation errors, cosmetic errors, or components that are infrequently used, and problems that have a feasible workaround available. |
| SL4 | Queries | General questions or requests for specific information. |
| SL5 | Configuration |
Requests to make configuration changes EXAMPLE: DID, WebRTC extension addition and deletion. |
Target SLA for Each Severity Level
Related Information
Escalation Information
Escalation Information: SD1
If you need additional assistance, contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com
Change Log
| Date | Description |
|---|---|
| May 2, 2026 | Article migrated and revamped. |