In Enterprise plan we will provide Voice support, which means we will provide you with a dedicated phone line for your customers to call. This phone line will have coverage as outlined under the SLA of the Enterprise plan (refer to the pricing page).

Incoming calls will be answered by Tier 1 support personnel and guide customer on the next steps. Generally, support team will asses the critical nature of the problem and advise customer accordingly. For non urgent tickets customer will be asked to raise tickets via email/ticket system. Any service impacting issue is considered as urgent and support will try to resolve on the call if possible or guide them with the next course of action and follow through.