Cloud Telecom (Pvt) Ltd Support Policy
Support Coverage
We offer support for the following services:
IP-PBX Installation & Configuration
SIP Trunk & Number Management (UK/USA & Local)
Contact Center Setup (Inbound, Outbound, Omni-channel)
Communication APIs & In-App Integration
Inter-branch & Virtual Workplace Connectivity
Support Hours
Standard Support: Monday to Friday, 9:00 AM – 5:00 PM (GMT+5:30)
Emergency Support: 24/7 available for critical issues (e.g., system downtime, call routing failure)
Support Channels
You can reach our support team via:
Email: [email protected]
Phone: +94 117 228 322
Live Chat: Available on our website
Ticket System: For SLA-bound customers (via Client Portal)
Response Times (SLA)
Issue Severity | Response Time | Resolution Time |
|---|---|---|
| Critical (P1) | Within 1 hour | Within 4 hours |
| High (P2) | Within 4 hours | Within 1 business day |
| Medium (P3) | Within 1 business day | Within 2-3 days |
| Low (P4) | Within 2 business days | Best-effort basis |
