Submit a request
Priority definitions from the Pexip SLA documentation
|1 - Urgent||The service is down or there is a critical impact to business operation. No workaround exists. Partner and Pexip both will commit full-time resources to resolve the issue.||1. Region has no access to VMRs.
2. Multiple endpoints and soft clients are unable to register to service.
|2 - High||Operation of components of the Pexip Service platform are severely degraded or business critical aspects of the End Users’ experience are negatively impacted by unacceptable performance.||1. Regional registration/calling issue for some subscription/customers.
2. Unable to connect to new subscriptions/VMRs.
3. Single (1,2,3) PSTN number(s) does not work (no general PSTN outage)
|3 - Normal||A light degradation of service with medium to low impact on business operations. Single user is able to operate normally but with some inconvenience.||1. No access to, or requests to get, historical call analysis.
2. Password reset issues.
3. Not receiving e-mails from portal.
|4 - Low||Non-service affecting issues and scheduled maintenance.|