Operating Model
Production voice does not wait for business hours.
Every Signals enterprise deployment includes 24/7 response for production-critical incidents, a named technical owner, proactive service monitoring, defined escalation paths and contract-backed service levels.
System status
Awaiting operational confirmation
Platform and network performance are monitored continuously. Material incidents affecting your service are communicated through agreed enterprise channels.
Ownership
A named team, not a ticket queue.
Your enterprise deployment has a named technical owner, an agreed escalation path and direct access to the team responsible for keeping the service operational. The technical owner coordinates incidents, changes, capacity planning and service communication across the Signals team.
- Named technical owner
- Named backup owner
- Customer escalation matrix
- Direct critical-incident channel
Critical response
Production-critical incidents receive round-the-clock technical response, with P1 acknowledged within 15 minutes and P2 within 30 minutes.
Named technical ownership
A named technical owner and named backup coordinate incidents, changes, capacity planning and service communication.
Proactive monitoring
Platform, SIP, API and network performance are monitored continuously, and material customer impact is notified rather than waiting for a ticket.
Contract-backed service levels
Availability, severity, response, escalation, maintenance communication and reporting are defined in the agreement, backed by a 99.99% platform SLA.
Incident response
Critical incidents are handled when they happen.
Production-critical incidents receive round-the-clock technical response. Signals remains actively engaged until service is restored or an agreed workaround is in place.
P1 — Critical
Production calling is unavailable or materially disrupted across a critical workload
- Coverage
- 24/7
- Acknowledgement
- 15 minutes
- Updates
- Every 30 minutes
P2 — Major
Significant degradation affects an important workload, route, location or customer group
- Coverage
- 24/7
- Acknowledgement
- 30 minutes
- Updates
- Every 60 minutes
P3 — Standard
Limited impact, a workable alternative exists, or the issue is not materially affecting production
- Coverage
- Business hours
- Acknowledgement
- 4 business hours
- Updates
- As material progress occurs
P4 — Request
Configuration, information, reporting or planned-change request
- Coverage
- Business hours
- Acknowledgement
- 1 business day
- Updates
- As agreed
| Severity | Definition | Coverage | Acknowledgement | Updates |
|---|---|---|---|---|
| P1 — Critical | Production calling is unavailable or materially disrupted across a critical workload | 24/7 | 15 minutes | Every 30 minutes |
| P2 — Major | Significant degradation affects an important workload, route, location or customer group | 24/7 | 30 minutes | Every 60 minutes |
| P3 — Standard | Limited impact, a workable alternative exists, or the issue is not materially affecting production | Business hours | 4 business hours | As material progress occurs |
| P4 — Request | Configuration, information, reporting or planned-change request | Business hours | 1 business day | As agreed |
Standard support operates from 8:00 a.m. to 5:00 p.m. WAT on business days. P1 and P2 enterprise production incidents receive 24/7 response.
Monitoring
We tell you before you have to ask.
Signals continuously monitors platform and network performance. When we detect a material incident affecting your service, investigation and communication begin without waiting for your team to open a support ticket.
- Platform and API monitoring
- SIP and call-processing monitoring
- Network-performance monitoring
- Customer-impact identification
- Proactive incident notification
- Live incident coordination
Activation
Production starts under control.
Enterprise deployments move through architecture review, controlled testing, production-readiness approval, an agreed activation window and post-launch hypercare. We do not provision critical voice infrastructure and disappear after handover.
- 01Architecture and traffic review
- 02Capacity and connectivity provisioning
- 03Controlled technical testing
- 04Production-readiness review
- 05Agreed activation window
- 06Post-launch hypercare
Major enterprise deployments include 30 days of post-launch hypercare.
- Accelerated issue handling
- Service and route monitoring
- Capacity observation
- Scheduled operating check-ins
- Correction of launch-related configuration issues
Capacity
Capacity is planned before it becomes a constraint.
Signals currently supports platform capacity of up to five million calls per day. Enterprise capacity is provisioned against the customer’s expected workload, concurrency, number requirements and growth profile.
Current platform capacity: five million calls per day.
- Initial traffic and concurrency planning
- SIP channel or API-capacity provisioning
- Capacity thresholds and alerts
- Planning for campaigns and peak periods
- Periodic capacity reviews
- Expansion before demand becomes a service risk
Change management
Production changes do not arrive as surprises.
Planned maintenance and material production changes are communicated through agreed enterprise channels, with the affected services, expected impact and maintenance window clearly stated.
Planned maintenance is communicated in advance. Emergency changes are communicated as early as the situation permits.
- Seven days’ notice for planned maintenance that may affect production
- Reminder before the maintenance window opens
- Start and completion communication
- Emergency maintenance communicated as early as reasonably possible
- Confirmation once service has returned to the expected state
Post-incident
Restoration is not the end of an incident.
Critical incidents close with a documented account of what happened, what was affected, what restored the service and what Signals is changing to reduce the likelihood of recurrence.
P1 incidents receive a written root-cause report and corrective-action plan.
- Preliminary P1 incident summary within one business day
- Final root-cause report within five business days
- Impact timeline
- Root cause
- Corrective action
- Preventive action
- Named owner for each outstanding action
- Completion dates for outstanding actions
Service levels
Service levels are measured, reported and contract-backed.
Enterprise service levels define availability, incident severity, response, escalation, maintenance communication and operational reporting. The commercial agreement makes the operating standard explicit before production begins.
- 99.99% platform SLA
- Monthly availability measurement
- Incident-severity definitions
- Escalation process
- Planned-maintenance treatment
- Service reporting
- Contractual remedies
Next step
Put your production voice on an operating model built for it.
The operating model is included in enterprise deployments. It is not a support upgrade added after the infrastructure has been sold.