Premium Support Service Guide

Service Description

This 9Line Premium Support Service Guide (“Premium Guide”) contains the premium support processes and Service Level Agreement (SLA) (which may be referred to collectively as “Premium Support”) for customers (each a "Customer”) who purchase premium support for one of the following 9Line 911 compliance services:

• 9Line for CUCM
• 9Line for CER
• 9Line for Microsoft Teams

(each of which may be referred to as a “9Line service”).

In the event of any inconsistency or conflict between this Premium Guide and the 9Line Terms and Conditions (9Line Order Form Terms and Conditions) or other written agreement between Customer and 9Line, the 9Line Terms and Conditions or other agreement shall prevail.

📘

Contact your 9Line account team or authorized reseller to obtain a quote for Premium Support.

Introduction

Purpose: In addition to the support services provided in connection with Standard Support (see the Standard Support Service Guide for additional information), Premium Support includes issue resolution, configuration guidance (as described below), and system optimization for critical components. It is designed to assist Customer in making its systems run optimally and provide dedicated support for complex configurations and ongoing system changes.

Scope: Premium Support covers configuration guidance for the 9Line services on the following systems (the “Covered Platforms”):

• the 9Line agent,
• Cisco Unified Border Element (CUBE) session border controllers,
• Cisco Unified Communications Manager (CUCM),
• Cisco Emergency Responder (CER),
• Microsoft Teams Admin Center configuration relevant to emergency calling,
• VMware vCenter for the deployment of the 9Line agent.

Communication Channels

Customers must submit tickets via the 9Line Help Center Website (https://support.9line911.com) support portal (the “Portal”) to receive Premium Support.

Configuration Assistance

Scope of Configuration Assistance: Premium Support includes the following configuration assistance.

• Setup and Installation: Assistance with the 9Line service configuration on all Covered Platforms.
• Ongoing Configuration Changes: Support for 9Line service configuration updates on Covered Platforms due to system updates, changes in business needs, or new integrations.
• System Optimization: Annual system audits and optimization recommendations related to the use and performance of 9Line services.

Training and Documentation

• Custom Documentation: Tailored documentation may, at 9Line’s discretion, be provided for Customer’s specific environment, including any unique configurations. Custom documentation is only applicable when the 9Line service will perform custom operations to support a specific customer. 9Line will notify you if custom documentation applies to your environment.
• System-Specific Training: Premium Support may, at 9Line’s discretion, include remotely held training sessions for Customer's technical staff on using and configuring the supported systems. Two (2) one-hour courses are included for administrator training. If your environment requires custom documentation, 9Line will provide up to two (2) additional one-hour training sessions on your specific implementation, as needed.

Customer Responsibilities

• Environment Requirements: To enable 9Line to deliver Premium Support, Customer must ensure that its environment meets the necessary technical requirements, including providing access to systems and designated technical contacts.
• Best Practices: Customers are encouraged to follow 9Line’s best practices for system configuration and maintenance, as made available by 9Line from time to time, to maximize the effectiveness of Premium Support. Failure to comply with such best practices may affect the functionality of the 9Line services.

Out of Scope

While Premium Support provides configuration guidance and system optimization for critical components, our professional services offer full system deployment, integration, and configuration. Customers requiring an end-to-end implementation or integration by 9Line staff members should consider adding our "Jumpstart" service for a seamless, guided deployment.

• Full System Implementation: The end-to-end configuration or installation of the 9Line service(s) by 9Line staff.
• Custom Development: Development of new features or custom coding that falls outside of standard configuration guidance.
• Support for Unsupported Systems: Systems, services, or platforms not listed in the "Covered Platforms" section.
• Extensive Troubleshooting of External Dependencies: Diagnosis or resolution of issues related to third-party platforms or services not explicitly covered by Premium Support.