SLA for ASTERISK based solution – 24X7

Asterisk Support Basic Gold Platinum
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Initial Response Time Within 4 hrs Within 2 hrs Within 1hr
Major Issue Priority 24 hrs 12 hrs 8 hrs
Critical Issue Priority 12 hrs 8 hrs 4 hrs
Number of Servers Supported 1 1 1

Supported Software & Services

Basic Gold Platinum
Configuration and Administration of Asterisk (All Versions). Elastix, TrixBox, FreePBX, IVR, Voice Logger, IP PBX and Call Centre Solutions (ViciDial) Yes Yes Yes
One Time installation of Asterisk, TrixBox, Elastix & FreePBX and Dial plan configuration. On Request* On Request* On Request*
CRM & Database Integration On Request* On Request* On Request*
* New Installation/Customization will be charged extra as per scope of work.

Support Entitlements

Basic Gold Platinum
Entitled Support Calls Per Month 3 7 Unlimited
Timing – Free Support Monday – Friday Monday – Friday 24 X 7
Remote Health Check of systems N/A Once in a Quarter Once in a Month

Pricing

Basic Gold Platinum
One Month Agreement (USD) $85 $115 $195
One Year Agreement (USD) $850 $1150 $1950
Cost of Additional Server Per Month $45 $60 $95
Cost for Additional Server Per Annum $450 $600 $950
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