SightCall classifies reported issues based on customer impact in order to prioritize response, escalation, and communication.
Severity classification is an operational determination and may be adjusted as additional information becomes available or as impact changes.
What’s outlined below is our baseline commitment, unless specific override by contractual agreement.
1. Issue Severity Level Definitions
The SightCall Support Services team shall assign a severity level to each incident after assessing the impact (“Severity Levels”). These definitions are used to prioritize response resources for resolving issues.
Table 1 — Definitions
Severity Levels | Definition | Example |
S1: Critical Business Impact | Complete loss of functionality, unable to conduct business and no reasonable workaround. | Sessions cannot be established; Core service unavailable for a customer or region; AI-assisted workflows are unusable at scale. |
S2: Serious Business Impact | Significant degradation affecting important business operations where partial service remains available or a workaround exists. | Sessions available but key features, e.g. admin access, AI-assisted workflows, or integrations are unreliable; severe latency or quality degradation materially impacting workflows. |
S3: Minor Business Impact | Limited loss of functionality or performance degradation that does not materially prevent business operations. | Non-core features malfunctioning; intermittent errors; limited AI inaccuracies. |
S4: No business impact | General inquiries, documentation questions, or cosmetic issues with no service impact. | General questions; configuration guidance; |
2. Support Level Objectives
Customer shall report all incidents affecting Customer’s use of the SightCall Services by way of SightCall’s Support Services ticketing system located at https://support.sightcall.com/hc/en-us/requests/new.
SightCall will consider an incident as logged when SightCall issues a ticket number to the Customer. In order to correctly manage the incident, SightCall has established the following Severity Level objectives:
Table 2 – Initial Response Times, Update Frequency, and Target Resolution Time
SEVERITY LEVELS | Initial Response Target | Update Frequency Target | **Target Resolution Times |
S1: Critical Business Impact | 1 hour | 2 hours | 4 Hours |
S2: Serious Business Impact | 2 hours | 4 hours | 12 Hours |
S3: Minor Business Impact | 24 hours | 1 Business Day | Next Available Update |
S4: No business impact | 48 hours | Commercially Reasonable Efforts | Next Available Update |
** For purposes of this Schedule, “Target Resolution Time” is a good faith SightCall estimate of an approximate time frame in which impacted SightCall Services functions can be restored by SightCall engineering technicians, enabling the SightCall Services to resume its performance in all material respects in conforming with the applicable Documentation, which may be satisfied by way of an executable code based, workaround, patch or fix managed by SightCall (or provided to Customer with respect to Client Software).
After SightCall Services performance has been restored consistent with this Schedule for Severity 1 and 2 level defects, SightCall will continue working during normal business hours to develop a complete resolution of the error or defect.
Response and update targets represent service objectives and do not constitute guarantees of resolution within a specific timeframe.
After the incident is logged, SightCall Support will classify the incident, provide the initial Support Services, and/or escalate the incident accordingly.
Once SightCall classifies an incident, SightCall will update Customer in accordance with the table above only when the status of a reported incident changes.
The time commitments are within “business hours” means 8am to 6pm in PST/PDT timezone (North America), CET/CEST (European Economic Area region), and in SST (Asia), Monday through Friday, during which SightCall facilities are operating, except for legal holidays in each local jurisdiction.
3. Phone Support
Inbound or on-demand calls are not currently a SightCall Support offering. At times it may be necessary to escalate to a live troubleshooting session. While Customer may request to escalate to a live call, the SightCall support engineer will determine at his/her sole discretion whether (a) the live call is necessary and (b) sufficient information has been provided to SightCall to allow the call to be successful.
As a result of a qualifying ticket, the SightCall Support engineer or agent may suggest a link to connect or agree to use the Customer’s preferred live troubleshooting tool to connect at a mutually agreed upon time. By default, such troubleshooting calls will be scheduled for 30 minutes in duration maximum.
4. Languages
SightCall Support Services’ official language is English. Some of our Support team members speak other languages and can answer Support Service requests in those languages, subject to availability.
Customer may submit Support tickets in other languages, and SightCall Support will use online translating tools and/or other SightCall colleagues (as available) to understand the Support request and will respond in English.