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Vonage API Support Priorities, Hours, and Holidays

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Support
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Overview

This article explains some key information about working with Vonage API Support. Refer to our About Support page for more information about our Support programs, including Service Level Objectives (SLOs).

We have these guidelines to help us provide the best possible support for our users, but we also try to be flexible when it's in our users' interest.

Support Priorities

The following table defines the criteria and examples for our support priorities. Every support request is important, but some will require Vonage API and our users to work with a greater sense of urgency. It's in our users' interest that we make good decisions about which requests require the most immediate response. We will assume that requests submitted by email - support@api.vonage.com -  are normal priority.

If you believe your issue meets the criteria for a different priority level, submit your Support request online, proposing the priority level.

Once our support engineers review your request, they may adjust the priority to the appropriate level, up or down.

Priority Definition with Examples
Urgent

Widespread loss of service or critical feature, causing Customer’s production environment to cease operating in any material respect, with no workaround.

Non-exhaustive examples include:

  • Vonage platform unavailable or unusable
  • Technical or account issue preventing any API calls from customer
  • Connectivity issue, preventing service in multiple countries
  • Issue impacting all video events or archives
High

Degraded service or critical feature, significantly reducing functionality in Customer’s production environment with no viable workaround.

Non-exhaustive examples include:

  • Vonage platform unreliable
  • Intermittent failure of API calls from Customer
  • Significant delay of delivery receipts or other time-sensitive notification services
  • Vonage Account Dashboard unavailable
  • Connectivity issue, preventing service in a single country
  • Issue impacting multiple video events or archives
Normal

Degraded service or feature, with no serious impact to Customer’s production environment, or any higher priority issue with a viable workaround in place.

Non-exhaustive examples include:

  • Vonage service impaired
  • Non-delivery of messages, or failure to complete calls, to individual destinations
  • Corruption of messages, or message headers, not impacting delivery
  • Issue impacting a single video event or archive
Low

Scheduled outage or any other issue that does not affect either Customer’s development or production environments.

Non-exhaustive examples include:

  • Questions about how to use Vonage APIs
  • Account or pricing queries

Vonage API Holidays

The SLOs published on our About Support page refer to business hours and days, which exclude weekends and holidays. Due to the global distribution of our Support team, our business hours are from Monday at 9:00 a.m. in Singapore to Friday at 5:00 p.m. in San Francisco. Holidays vary by location of the team, as follows:

   

Americas

EMEA

APAC
   

UTC: 16-24

PST: 9am - 5pm
(+1 in summer)

UTC: 8-16

CET: 9am - 5pm
(+1 in summer)

UTC: 24-8

SGT: 9am - 5pm
2023





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