Page 4 First Time to Respond FTTR Service LevelsIn order to ensure each request we receive is getting the attention required we have four levels of requests categorized by the severity of the inci ID: 849088
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1 Page 4 Fuze Customer Care First Time to
Page 4 Fuze Customer Care First Time to Respond (FTTR) Service LevelsIn order to ensure each request we receive is getting the attention required, we have four levels of requests, categorized by the severity of the incident. Each level has its own FTTR timelines and service level objectives (all times listed are hours during a regular business day). •Severity 1 – 4 hours•Severity 2 – 12 hours•Severity 3 – 24 hours•Severity 4 – 48 hoursFor more information about the severity levels, please refer to our We monitor network’s latency, Fuze-provided circuits, and call quality. TelephoneOur Customer Care Community allows designated The Customer Car
2 e team also be reached by phone. This c
e team also be reached by phone. This contact method is also used to escalate Severity 1 incidents.Note: Designated contacts (up to 5 per customer) are given the access rights to open support tickets on behalf of your organization. end users are able to manipulate the preferred device, voicemail options, and more using the portal. aforementioned features, are able to control call ow options and within our Customer Care Community. Within the knowledge end users are able to explore how-much, much more! Access to Self-Service ToolsRequests will be prioritized for the rst week after a site of cially transitions to Customer Care. Page 1 Fuze Worldwide Customer Support Overvie