Service Levels

1. How we prioritise

Every support request and incident raised with VoicePro Plus is assessed and assigned a priority based on its severity and the impact on the customer. This determines the order in which we respond and the resources we apply.

There are four priority levels, from Priority 1 (Critical) to Priority 4 (Low), defined below. Target response and resolution times for each level are set out in the service agreement held by business, carrier and enterprise customers. Consumer support requests do not carry contractual service levels but are triaged and answered in the same priority order by severity.

2. Priority 1: Critical

Any service failure that causes the cessation of the customer operations or prevents all customer end users at multiple locations from operating.

Any service failure resulting in the customer being unable to manage real-time operations.

Any service failure that carries significant financial impact or reputational damage to the customer.

3. Priority 2: Significant

Any service failure that negatively impacts, or limits the ability of, the customer operations or prevents all customer end users at a single location from operating.

Any service failure that negatively impacts, or limits the ability of, the customer to manage real-time operations.

Any service failure that carries moderate financial impact or reputational damage to the customer.

4. Priority 3: Minor

Any service failure that negatively impacts, or limits the ability of, a single customer end user to conduct operations, or prevents several customer end users from operating.

Any intermittent failure causing a degraded or disrupted service that impacts the customer's ability to manage real-time operations.

Any service failure that carries low financial impact or reputational damage to the customer.

5. Priority 4: Low

Any intermittent service failure causing a degraded or disrupted service that does not impact on the customer's ability to manage real-time operations.

Any query or request for information related to the service or a service failure.

Any service failure that would carry no financial impact or reputational damage to the customer.

6. Response and resolution targets

Target response and resolution times for each priority level are defined in the applicable service agreement for business, carrier and enterprise customers. If you hold a service agreement with us and need a copy of your service levels, contact your account manager.

Consumer support requests are handled in priority order by severity, with urgent issues such as suspected fraud or a loss of service prioritised.

7. How to raise an issue

Raise a request through the help centre at voicepro.plus/support and you will receive a reference to track it. Business and carrier customers should use the contact route set out in their service agreement so their request is handled under the agreed service levels.

For suspected fraud or an account-security emergency, call +44 20 3769 8080 (option 4) or email security@voicepro.plus, monitored 24 hours a day.