Service Level Agreement
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Service Level Agreement

Clear-Com's Service Level Agreements (SLAs) are designed to meet the diverse needs of our customers, offering three distinct tiers:

  • Essential: Reliable support and core services for everyday operations

  • Advanced: Enhanced features and faster response times for growing demands

  • Premier: Comprehensive coverage and premium support for mission-critical environments

Our SLA offerings ensure that every customer receives the right level of service, with flexibility to scale as needs evolve. Clear-Com stands out by delivering robust support options that keep you ahead of the competition.

Essential Tier

Reliable support and core services for everyday operations,. This tier is ideal for customers who need dependable assistance during normal business hours and foundational service coverage to keep their systems running smoothly.

Includes the following:

    ✔ Hardware repair at our service centers
    ✔ Phone and email support during business hours [8:00 - 17:00, local time]
    ✔ Regular software patches

Advanced Tier

Enhanced features and faster response times for growing demands. The Advanced tier is designed for organizations seeking additional capabilities and quicker support to address evolving operational requirements.

Includes all items in Essential Tier, plus:

    ✔ Guaranteed response times
    ✔ 24/7 Phone & Email support
    ✔ After-hours escalation to our expert team
    ✔ Annual remote AE support
    ✔ 15-Day guaranteed repair turnaround
    ✔ Quarterly live online training sessions
    ✔ Complimentary software updates including major releases

Premier Tier

Comprehensive coverage and premium support for mission-critical environments. Premier delivers the highest level of service, ensuring rapid response and full protection for customers whose operations cannot afford downtime.

Includes all items in Essential and Advanced Tiers, plus:

    ✔ Advanced replacement of critical items during repair
    ✔ Annual visit from an Application Engineer
    ✔ Onsite emergency support when needed

FLEXIBLE SUPPORT OPTIONS

Choose the support level that matches your business requirements. Each tier builds upon the previous one, adding greater service responsiveness, expanded support access, training opportunities, and proactive technical services to help ensure system reliability and minimize operational disruption.