Level 1 handles three basic processes – Service requests (requests for operational tasks), Change requests (changes to services), and Incidents (disruption of services). All requests that cannot be solved by Level 1 are escalated to Level 2.
The service catalog is structured based on the services offered and described in the following columns for each service.
Legend:
Level 1 / Level 2 – defines the level of knowledge expected to perform a task
Costs – Cost subject to change
Order – A separate order is required
MD/MH – man-day/man-hour
WD – Working Day
OoWH – Outside of Working Hours
| Service | Definition | Level 1 | Level 2 | Costs4 |
|---|---|---|---|---|
| On-call support (WD 9-17) | Call support for users during working hours. | Yes | No | – |
| On-call support (OoWH) | Call support for users outside working hours. | Yes | No | – |
| Email/webchat support (WD 9-17) | Email/Webchat support for users during working hours. | Yes | No | – |
| Email/Webchat support (OoWH) | Email/Webchat support for users outside working hours. | Yes | No | – |
Level 1 can independently prepare simple installations.
| Service | Definition | Level 1 | Level 2 | Costs4 |
|---|---|---|---|---|
| New installation (simple) | Less than 10 omnichannel licenses/15 voice licenses. | |||
| No integrations (except iFrame/event). Only cloud based. | Yes | No | 2 MD5 | |
| New installation (complex) | More than 10 omnichannel licenses/15 voice licenses. Custom integrations, analog/ISDN. On-premise, VPN, external SIP trunk. | No | Yes | 3-20 MD |
| Virtual machine installation | Installation and preparation of a new clean virtual machine. | No | Yes | 0,5 MD |
Level 1 can do almost all admin changes/modifications on its own installations.
| Service | Definition | Level 1 | Level 2 | Costs4 |
|---|---|---|---|---|
| Users | List of users (Add/Change/Remove) | Yes | No | 1 MH |
| Accesses (Add/Change/Remove) | Yes | No | 1 MH | |
| Rights (Add/Change/Remove) | Yes | No | 1 MH | |
| Call Permissions (Add/Change/Remove) | Yes | No | 1 MH | |
| External users (Add/Change/Remove) | Yes | No | 1 MH | |
| Additional Licences (Add/Change) | No | Yes | 0,5 MH | |
| Devices | SIP Devices (Add/Remove) | Yes | No | 0,5 MH |
| External numbers (Add/Remove) | Yes | No | 0,5 MH | |
| Generic PBX Devices (Add/Remove) | Yes | No | 0,5 MH | |
| MS Teams Devices (Add/Remove) | Yes | No | N/A3 | |
| Provisioning (Add/Change/Remove) | No1 | Yes | N/A3 | |
| Queues | Create, activate, deactivate, remove | Yes | No | 1 MH |
| Call Scripts | Create, activate, deactivate, remove | Yes | No | 1 MH |
| CRM Database | Contact form (Create, Update, Remove) | Yes | No | 1 MH |
| Account form (Create, Update, Remove) | Yes | No | 1 MH | |
| Relations (Update) | Yes | No | 1 MH | |
| CRM Record types | Form (Create, Update, Remove) | Yes | No | 1 MH |
| Relations (Update) | Yes | No | 1 MH | |
| Tickets | Views (create, assign, update, remove) | Yes | No | 1 MH |
| Categories (Create, Update, Remove) | Yes | No | 1 MH | |
| SLA (Create, Update, Remove) | Yes | No | 1 MH | |
| Macros (Create, Update, Remove) | Yes | No | 1 MH | |
| Integrations | No | Yes | N/A3 | |
| Social Media | Views (create, assign, update, remove) | Yes | No | 1 MH |
| Knowledge Base | Folders (Create, Update, Remove) | Yes | No | 1 MH |
| Tags (Create, Update, Remove) | Yes | No | 1 MH | |
| Routings | Calls (Create, Update, Remove) | Yes | No | 2 MH |
| Emails (Create, Update, Remove) | Yes | No | 1 MH | |
| Webchat (Create, Update, Remove) | Yes | Yes | N/A3 | |
| SMSes (Create, Update, Remove) | Yes2 | Yes | 1 MH7 | |
| Facebook Messenger (Create, Update, Remove) | Yes | No | 2 MH | |
| Whatsapp (Create, Update, Remove) | Yes2 | Yes | 0,5 MD7 | |
| Viber (Create, Update, Remove) | Yes2 | Yes | 0,5 MD7 | |
| Instagram Direct Messages (Create, Update, Remove) | Yes | No | 2 MH | |
| Settings | Blacklists (Create, Update, Remove) | Yes | No | 0,5 MH |
| Groups (Create, Update, Remove) | Yes | No | 0,5 MH | |
| Pauses (Create, Update, Remove) | Yes | No | 1 MH | |
| Statuses (Create, Assign, Update, Remove) | Yes | No | 1 MH | |
| Tabs (Create, Update, Remove) | Yes3 | No | 2 MH | |
| Templates (Create, Assign, Update, Remove) | Yes | No | 1 MH | |
| Time groups (Create, Assign, Update, Remove) | Yes | No | 1 MH | |
| QA Forms (Create, Assign, Update, Remove) | Yes | No | 2 MH | |
| Events | No | Yes3 | 0,5 MD | |
| Agent greetings (Create, Update, Remove) | Yes | No | 1 MH | |
| Analytics | Metrics (Create, Update, Remove) | Yes3 | No | 2 MH |
| Custom metrics (Create, Update, Remove) | Yes3 | No | 2 MH | |
| One metric widget (Create, Update, Remove) | Yes3 | No | 2 MH | |
| Global settings | Update | Yes | No | 1 MH |
| Integration | Ready-made integrations (Create) | Yes2 | Yes | 1 MH |
Level 1 can’t do any customization/development, this needs to be taken up with level 2.
| Service | Definition | Level 1 | Level 2 | Costs4 |
|---|---|---|---|---|
| Customizations | Custom changes that can be made in GUI. | No | Yes | 0,5-10 MDs |
| Integrations | Integrations with 3rd party services. | No | Yes | N/A3 |
| Custom development | Larger development. | No | Yes | N/A3 |
Level 1 can solve basic customer problems with the help of an internal knowledge base and based on their traiing. More complex incidents need to be escalated to Level 2 with a requested details of analysis.
| Service | Definition | Level 1 | Level 2 | Costs4 |
|---|---|---|---|---|
| Incident logging and categorization | Raising tickets, basic incident analysis. | Yes | Yes | – |
| Basic troubleshooting | Solving problems that are known to Level 1. | Yes | Yes | – |
| Incidents escalation | Escalating incidents with all relevant information in the ticket. | Yes | No | – |
| Log investigation | Logs analysis. | Yes | Yes | N/A5 |
| Level 2 incident resolution | Solving complex issues. | No | Yes | – |
| Major incidents handling | Managing major incidents. | No | Yes | – |
| SIP trunk incident resolution | Solving local SIP trunks problems. | Yes | Yes | – |
2 Level 1 can do most of the work, but assistance from Level 2 is needed.
6 Always subject to price calculation (see the price calculator).
7 Additional activation fee will be charged (see the price calculator).