--- title: Support and SLA's (service level agreement's) description: At Phonovation, we are dedicated to providing exceptional support to our clients. This article outlines the service you can expect while using the InteractSMS platform, ensuring that any challenges or inquiries are addressed promptly and effectively. --- [Skip to content](https://knowledgebase.phonovation.com/support-and-slas-service-level-agreements#main-content) [More support](https://knowledgebase.phonovation.com/kb-tickets/new?hsLang=en) [![Phonovation Logo (1)-1](https://knowledgebase.phonovation.com/hs-fs/hubfs/Phonovation%20Logo%20(1)-1.png?width=300&height=50&name=Phonovation%20Logo%20(1)-1.png)](https://www.phonovation.com/) - [Phonovation](https://www.phonovation.com/) - [Knowledgebase](https://knowledgebase.phonovation.com/) - [Developer Portal](https://developers.phonovation.com/) Open main navigation Close main navigation - [Phonovation](https://www.phonovation.com/) - [Knowledgebase](https://knowledgebase.phonovation.com/) - [Developer Portal](https://developers.phonovation.com/) - [More support](https://knowledgebase.phonovation.com/kb-tickets/new) How can we help you? - There are no suggestions because the search field is empty. 1. [Phonovation Knowledge Base](https://knowledgebase.phonovation.com/?hsLang=en) 2. [Support and Service](https://knowledgebase.phonovation.com/support-and-service?hsLang=en) 3. [Support / ServiceDesk](https://knowledgebase.phonovation.com/support-and-service?hsLang=en#support-servicedesk) January 20, 2026 # Support and SLA's (service level agreement's) ## At Phonovation, we are dedicated to providing exceptional support to our clients. This article outlines the service you can expect while using the Phonovation platform, ensuring that any challenges or inquiries are addressed promptly and effectively. ### Support Hours Our support team is available during the following hours: | Day of Week | Support Hours | | --- | --- | | Monday | 09:00 – 17:30 | | Tuesday | 09:00 – 17:30 | | Wednesday | 09:00 – 17:30 | | Thursday | 09:00 – 17:30 | | Friday | 09:00 – 17:30 | | Saturday | Closed | | Sunday | Closed | *Please note that support is unavailable on Irish Bank Holidays and Phonovation Ltd holidays.* ### Contact Details You can reach our support team through any of the following valid email addresses: - **Email**: - servicedesk@phonovation.com - support@phonovation.com - helpdesk@phonovation.com - info@phonovation.com - **Phone**: [+353 (1) 284 3011](tel:+35312843011) ### How to Log a Service Desk Request To ensure we can resolve your issue as efficiently as possible, we recommend that you provide as much information as possible when submitting a request. There are two ways to log a request: #### 1. Via Email Our support email addresses are monitored during our business hours (listed above). Upon sending an email, you will automatically receive a ticket number. Please ensure that this ticket number is included in all further communications regarding the issue. **Important**: Do not send any sensitive data, such as passwords, in your emails to comply with GDPR regulations. #### Email Format Guidelines When submitting a service request or incident via email, please use the following format to help us better understand and address your query: - **Subject**: Service Name – Brief Description of the Issue - **Body**: Include a detailed description of the issue, along with: - Service URLs and Username - Examples such as logs, timestamps - Screenshots (if applicable) - Any changes required If replying to a ticket, ensure the subject line starts with **Ticket#\**. #### 2. Via Phone When you call us, a support representative will attempt to resolve your issue during the call. If we are unable to answer the call, a ticket will automatically be created. Please leave a voicemail with the details of your issue, so we can have the necessary information to get back to you promptly. For faster service, you may send an email with the details of your query before or after your call. Please remember not to share sensitive information like passwords over the phone, in compliance with GDPR. ### Priority Levels and Response Times We categorize service requests and incidents based on their priority to ensure that urgent issues are resolved as quickly as possible. The priority levels and expected response and resolution times are outlined below: | Priority | Description | Response Time | Resolution Time | | --- | --- | --- | --- | | P1 | Total service outage, no workaround available | 2 hours | 8 working hours | | P2 | Total service outage, workaround available or issue within customer control | 2 hours | 24 working hours | | P3 | Partial service degradation or request preventing normal use | 2 hours | 48 working hours | | P4 | Non-service affecting requests or change requests | 2 hours | 24 working hours\* | | P5 | Non-fulfillable requests or bug fixes | N/A | N/A | *P4 requests will be prioritized and may require further agreement between Phonovation and the client.* ### Communications and Status Updates We understand that timely communication is crucial. For high-priority issues, you will receive frequent updates on the status of your ticket, including the remediation steps being taken and the expected time of the next update. | Priority | Update Frequency | | --- | --- | | P1 | Every 30 minutes | | P2 | Every 1 hour | | P3 | Every 24 hours | | P4 | As needed | | P5 | As needed | ### Additional Requests - **Bug Fixes**: Addressed based on our work prioritization process. - **Change Requests**: Subject to scope, commercial agreements, and work prioritization. If you have any questions regarding the SLA or need further assistance, please don’t hesitate to contact our support team. 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