Business Standard

Offering superior levels of customer support.

Always responding with a smile.

CSI strives to always answer your call with a friendly human voice and to get your questions answered and issues resolved as quickly as possible. Business standard support is available Monday-Friday from 8:30-5:00pm.

Priority Definitions

Priority 1 – Critical Failure – In a 100% recording environment, any failure of equipment, software or communications to which results in loss of recording channels or data, or if allowed to persist will result in such recording loss. Priority 1 response time is within 2 hours of call.

Priority 2 – Major Problem – Any problem resulting in loss of ability to retrieve calls or loss of replay functionality for two or more workstations. Priority 2 response time is within 4 hours of call.

Escalation Procedures

Priority 1 support incidents which are not resolved within the first 3 hours of response are escalated to a Senior Engineering Manager for priority review.

Priority 2 support incidents which are not resolved within the first 4 hours of response are escalated to a Senior Engineering Manager for priority review.

Any support incidents outside of definition of Priority 1 or 2 which are not resolved within first 6 hours of response are escalated to a Senior Engineering Manager for priority review.