All Telia Media Services systems are redundant and have 100% uptime guarantee.
Telia Premium support covers all issues that may arise during service usage and degrade the system performance or usage. Premium support works 24 hours a day, 7 days a week all year around. The amount of opened support cases and hours is not limited. Support is provided over the phone and e-mail.
As TMS is a cloud service operational, support at the customer’s premises is not necessary. All technologies are located in data centres that either have Telia personnel on-site or remote hands agreements with data centre operators who provide necessary support to replace faulty devices. Monitoring and management of all technologies is performed remotely by Telia or Verizon personnel.
Support cases have criticality levels:
||Customer business is severely impacted and needs immediate resolution; several system functions not working; workaround not possible; needs resolution ASAP.
||Customer business is partly impacted; one system function is not working; workaround not possible; needs resolution expeditiously.
||Performance is degraded; workaround is possible.
||Minor problem/change request