This document outlines the terms, service description, and Service Level Agreement (SLA) for Node4's Webex Contact Centre offering. Webex Contact Centre is a cloud-based omnichannel platform owned and managed by Cisco, resold and supported by Node4 as an authorized partner. The document defines key terms such as "Agent," "Digital Channels," "Incident," and "Service Availability," clarifying the scope of the service and responsibilities of both Node4 and the client.
The document details specific terms, including third-party liabilities, client data responsibility, and support structures. Node4 provides direct support to the Client, managing the Webex Contact Centre platform and providing assistance with tasks, technical issues, and new feature implementations. The document also covers fees, including onboarding, platform, support, transaction, and third-party provider fees, as well as the client's requirements for connectivity and telephony.
The document also defines incident management procedures, including support hours and incident priorities, and specifies the timeframes for responses and updates. Finally, it outlines the service credits available in case of service unavailability, detailing the calculation and exclusions to payment of these credits.
