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Overview

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Escalation Process

  • We support P1 issues 24/7
  • A Root Cause Analysis (RCA) will be provided within 24 hours of the incident.

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Non-escalatory Issues

  • Non-escalatory issues should be submitted to [email protected] or Studio Help Center
  • They will be acknowledged within one business day.
  • Issues are resolved as fast as possible based on the nature of the issue and business impact. It is critical that all required information is submitted per the template to ensure fast triage.
  • Real-time status and progress will be accessible in the Studio Help Center.

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Background

Here at cxconnect.ai, we use the premier Incident Management Service, Pager DutyⓇ, which is integrated into our other communication and collaboration systems. When a client contacts our P1 email, many disparate events are automatically triggered. We’re able to ensure all of the right folks have instant access to all of the information needed to:
  • Understand the issue
  • Communicate with our clients
  • Collaborate internally across teams
  • Resolve issues quickly, and
  • Audit the entire process
Our on-call engineer (not just someone who’s answering a phone and relaying information) usually responds within seconds during normal US working hours, and with 10 minutes outside of our normal working hours. Clients have been impressed with our resolution times. How it works: PagerDuty automatically notifies our on-call Engineer directly using their preferred channel (e.g. SMS or Slack). If that person does not respond to your email within 5 minutes, they will be notified via their secondary channel. If the person on-call does not respond to your email within 5 minutes of their second notification (now, 10 minutes total), the escalation platform notifies the standby person. This process continues throughout the entire support organization, eventually notifying the CEO.

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Incident Report Definitions

Incident - Any unplanned event interrupting a normal IT service operation, ranging from degradation of service to a complete outage. Degradation - A decline in normal IT service levels, which does not entirely interrupt the IT service. Outage - Any period of complete disruption or interruption of an IT service.

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Service Level Agreement (SLA)

P1 issues are monitored 24/7/365 and the escalation process is outlined below: ChatLingual will make all reasonable efforts to respond within 24 hours, Monday through Friday, except for holidays, to any request during normal business hours.
SeverityFirst Response TimeEmail AddressDefinitions/Examples
P1 - Critical30 minutes, Root Cause Analysis (RCA) within 24 hoursProvided during OnboardingProduction outage at a company/organizational level, does not include Staging, e.g. Service is down, all agents are affected in some way.
P2 - Major8 business hours[email protected]Impacts user productivity but does not prevent service use for the entire organization. A workaround can be used, e.g. Predictive reply sending multiple messages, reporting not accessible, etc.
P3 - Minor24 business hours[email protected]Minor bug that does not significantly affect user productivity, e.g. UI bug, system message asking to refresh, etc.
Service Request24 business hours[email protected]Changes to configuration, content, or anything else the client cannot do themselves, e.g. Bulk uploads for translations, content translation, etc.