Advanced Assistance Services

Service Attachment

This Unified Calling Service Attachment for Unified Calling Advanced Assistance Services (the “Advanced Assistance Service Attachment”) is subject to the Unified Calling Professional Services Agreement Attachment, appended to the Master Services Agreement.

Term: The term of this Advanced Assistance Service Attachment shall run conterminously with the Term that is set forth in the Unified Calling Order Form between the parties hereto. Unified Calling shall perform the Services set forth in the Professional Services Agreement and this accompanying Advanced Assistance Service Attachment starting on the Start Date specified in the Order Form executed between the Parties and continuing until the termination of this Advanced Support Service Attachment, the underlying Professional Services Agreement or any underlying Master Services Agreement.

1. General Terms

Unified Calling Advanced Assistance will be provided as a 24×7 global service. Service Account Manager (SAM) support is provided during normal business hours specific to the region and subject to local holidays defined in Section 2. SAM hours may be extended beyond normal business hours with regional SAM option.  If Customer wishes for Services to be performed outside of these hours, Unified Calling shall consider such requests in good faith and may charge Customer additional fees for such Services in its reasonable discretion.

2. “Holidays,” During regional holidays, premium support services will be available.  Extended services under this Advanced Assistance Service Attachment (SAM Services) shall be performed on the next available business day.

 

3. Designated Service Account Manager (SAM)

3.1 Timing and Assignment of SAM. Promptly after the Advanced Assistance Start Date, Unified Calling shall designate the number of SAM’s defined in the Order Form. Customer will provide Unified Calling with the contact details in writing of the Designated Customer Contacts. Customer shall assign at least one (1) and up to three (3) individuals who will act as a Dedicated Customer Contact to Unified Calling and shall provide Unified Calling with those individuals’ contact details in writing.

      

3.2 SAM Discovery. The SAM will perform the following tasks when it begins performing the Services:

3.2.1 Understand Customer’s network architecture to the extent relevant to Cloud System Services.

3.2.2 Understand Customer’s device and endpoints to the extent relevant to Unified Calling services.

3.2.3 Understand and discuss the Customer’s account and any outstanding issues, as well as the preferred method of contact for ongoing dialogue

3.2.4 Understand the technical training needs the Customer’s Help Desk may need for supporting Unified Calling services and develop associated training plans and timelines.

3.3 Case Monitoring and Overall Support

3.3.1 The SAM will monitor historical Assistance Cases on an on-going basis to determine patterns, issues, and opportunities with Customer’s Unified Calling services.

3.3.2 The SAM will review these observations and opportunities with Customer and will work with Customer on any needed remediation plans.

3.3.3 The SAM will work closely with the Dedicated Customer Contacts to understand any relevant changes to the Customer’s environment that Unified Calling Assistance Support needs to track and document

3.3.4 The Unified Calling SAM will participate in quarterly meetings scheduled by Customer’s Unified Calling Customer Success Manager (as requested by the Customer). The SAM will jointly work with Customer in advance of each meeting to align on reasonable data, activities and information that will be presented and discussed.

3.3.5 Unified Calling will provide Customer with an executive escalation path that includes senior leadership personnel in the event the SAM or Unified Calling is not reasonably responsive to a assistance case or issue, or is unable to solve such issue.

  • Unified Calling may update the contacts in the executive escalation path in its reasonable discretion and will provide Customer with reasonable prior written notice of such changes.
  • For clarity, Dedicated Customer Contact(s) shall be the only individual(s) who can engage with or use the above-defined escalation path.

4. Customer Responsibilities

4.1 Customer Assistance Cases and Escalation Management

4.1.1 Dedicated Customer Contacts will open a case by calling the above referenced contact numbers or by opening a web case through Unified Calling’s support web site at https://support.Unified Calling.com/

4.1.2 In all cases, Dedicated Customer Contacts will provide reasonable detail when opening any Assistance Case to enable Unified Calling to understand the nature and extent of Customer’s issue with the Unified Calling Services.  Customer will reasonably cooperate with Unified Calling as needed

4.1.3 Customer will understand that at times, effective troubleshooting and root-cause identification may require Customer to work jointly with Unified Calling Support.

4.1.4 Customer agrees to reasonably assist with their technical resources in these situations.

4.2 Requests

4.2.1 Customer will provide all requests to Unified Calling in writing, including detail on the services required, and requested date for the change to go live

4.2.2 Customer will submit requests in a timely manner with sufficient lead time to complete the expected work in a reasonable timeframe

4.2.3 Customer understands that requests submitted without sufficient detail will require additional meetings and follow-up to clarify requests for accuracy in delivery of expected results.

5. Definitions. Unless otherwise defined in the Master Service Agreement or this Service Attachment for Unified Calling Advanced Assistance, the following terms shall be defined in accordance with the below definitions.

5.1 “Dedicated Customer Contact(s)” means specific Customer employee(s) that are identified, documented in Unified Calling’s system and approved to contact Unified Calling’s direct enterprise team.

5.2 “Direct Advanced Assistance Access” Unified Calling Advanced Support Team can be reached in North America by calling 888.928.8001

5.3 “Designated Service Account Manager” (SAM) is the remote Unified Calling named resource assigned to customer’s account. North America SAM availability is generally 6:00am MST to 7:00pm MST Monday through Friday.

5.4 “Advanced Assistance Entitlements” are the service attributes, by tier that are included with this support model, as highlighted in Appendices A.

5.5 “TAAC” provides available monthly consulting from Unified Calling Advanced Assistance System Configuration Experts at the thresholds defined in Appendices A and B.  Available TAAC services are as follows:

    Unified Calling Cloud System – Platinum

      • Post-go-live tuning on call flows and IVR scripting
      • Simple Moves, Adds, and Changes- Move, Add, Change, and Delete (MACD): Basic administration, configuration, and deletion changes related to:
        • Campaigns
        • List Fields & Leads
        • Hours of Operation
          • Queue
          • IVR – might need to go to PS based on complexity
        • Report Changes and Scheduling
        • Dispositions and Agent States
        • Agent Settings
        • Reply Assistant Entries
        • Simple Channels
        • Identity Tags, Custom Fields, Security, and Settings
      • Call Flow Changes
        • Simple MACD of Existing IVR & Queue Flows
        • Creation of New Simple IVR & Queue Flows
      • Simple Scripting Changes
        • Routing updates & IVR
        • Voice prompt updates (Note: Recording voice prompts is not covered)
      • Routing Changes
        • Simple Routing Changes
        • Management of Existing Routing Channels
        • Creation of New Simple Routing Channels –
          • Specific Channels: Text, Messaging, Chat, Facebook, Instagram
      • Other Changes
        • Existing Sources Configuration
        • Existing Automated Exports
        • Existing Survey
        • Existing Extensions

      Unified Calling Cloud System – Bronze, Silver & Gold

      • Move, Add, Change, and Delete (MACD):  Basic administration, configuration, and deletion changes related to Unified Calling users in the Unified Calling Portal:
        • Telephony users
        • Basic agent administration
        • Re-provisioning of firmware on devices
      • Porting Consultation

      Exclusions

      • New CRM or database integrations
      • New routing configurations (i.e. Data directed routing, Agent directed routing)
      • New ASR set-up and configuration
      • New Personal Connection Dialer configuration
      • Personal Connection Dialer campaigns
      • Integrations
      • New channel configuration (Email, Chat, SMS, social media)
      • Productivity configuration & changes
        • Workforce Management
        • Quality Management
        • Screen Recording
        • Analytics
      • Interaction Analytics
      • New survey configuration
      • Out-of-hours changes and go-live support
      • Recording new announcements
      • Onsite services & visits
      • Services on future Feature Requests

      Appendix A

      Advanced Assistance Entitlements

      Unified Calling Cloud System: Bronze, Silver, Gold, Platinum

      Service ElementBronzeSilverGoldPlatinum
      User Range< 499500 – 29993000 – 999910,000+
      SAMN/A***
      Live Service+Support*24×724×724×724×7
      Additional SAMN/A$$$
      Help Desk Training**11.524
      TAAC Hours***25916
      * Phone, Web, Chat, Priority Case & Call Routing

      ** Two (2) Hour Sessions

      **** Number of hours per month