NetSpeek - Support Policy
Version 1.0 - Reviewed and Approved byAug 1, 2025
NetSpeek’s Customer Support Policy establishes a robust, enterprise-grade framework designed to ensure consistent, high-quality service across all customer interactions. It clearly defines our mission, scope, channels, severity levels, service-level agreements (SLAs), escalation paths, self-service resources, and continuous improvement mechanisms. Grounded in industry best practices, this policy promotes transparency, accountability, and customer satisfaction while upholding rigorous data privacy and security standards.
1. Purpose & Scope
This policy articulates NetSpeek’s commitment to deliver timely, professional, and customer-centric support for all active, paying subscriptions, including Device Management, AI-Driven Analytics, and Integrations. This principle applies to all support interactions, whether you’re using the web portal or sending an email. It covers everything from standard inquiries to the careful management of critical incidents.
2. Definitions & Severity Levels
Critical (P1): Complete service outage or major data loss.
High (P2): Significant functionality impact without full service disruption.
Medium (P3): Partial impairment; workarounds available.
Low (P4): Minor issues or general questions.
Priority classification follows an impact-and-urgency matrix to ensure objective, consistent triage across all incidents.
3. Contact Channels & Availability
Customer Portal: support.netspeek.ai → “Submit a Ticket”
Email: support@netspeek.com (auto-ingested into Jira Service Management)
Knowledge Base: Comprehensive FAQs, step-by-step guides, and video tutorials at support.netspeek.ai
These multi-channel options align with best practices for proactive after-sales engagement and real-time support.
4. Service Levels & SLAs
Severity | Initial Response Target | Resolution Target |
|---|---|---|
P1 | ≤ 1 hour (24×7) | ≤ 4 hours (continuous coverage) |
P2 | ≤ 1 hour (Mon–Fri 9–6 ET) | ≤ 8 hours (Mon–Fri 9–6 ET) |
P3 | ≤ 4 hours (Mon–Fri 9–6 ET) | ≤ 24 hours (Mon–Fri 9–6 ET) |
P4 | ≤ 8 hours (Mon–Fri 9–6 ET) | ≤ 72 hours (Mon–Fri 9–6 ET) |
5. Escalation Process
Automated Escalations: SLA breaches trigger tiered notifications and reassignment workflows in Jira.
Functional Escalation: Issues unresolved within the prescribed window escalate to specialist and engineering channels.
Managerial Escalation: If a customer is dissatisfied, they may request an executive review via the portal’s “Escalate Ticket” feature.
Escalation protocols reflect multi-level SLA best practices to minimize downtime and customer impact.
6. Self-Service & Knowledge Base
NetSpeek’s Knowledge Base offers categorized articles, troubleshooting guides, and API references, empowering customers to resolve P3/P4 issues instantly. Article suggestions appear during ticket creation to promote self-resolution and deflection of common inquiries.
7. Customer Responsibilities
Provide detailed descriptions, logs, error codes, and configuration details.
Maintain supported software and firmware versions as specified in the KB.
Respond promptly to follow-up questions to facilitate efficient resolution.
8. Data Privacy & Security
All support interactions comply with GDPR, CCPA, and NetSpeek’s Privacy Policy. Sensitive data is handled within our secure environment, and no third-party AI services are used for processing customer information.
By adhering to this policy, NetSpeek delivers a scalable, transparent, and high-touch support experience that meets enterprise expectations and continually evolves with customer feedback and operational data.