maximise your unified communications with our voice, contact centre, productivity tools, and network support.
CallTower’s Cloud Contact centres Make it Easy to Make Powerful connexions and Deliver Results.
Connect with anyone, anywhere, inside or outside your organisation, from a single, dedicated geographic number.
A revolutionary tool enabling users to easily personalise and control their CallTower services
Discover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
SupportWe have a dedicated 24x7x365 customer service team that is trained to help you
Network StatusView the Network Status for live updates on system performance and service status.
Updates & NotificationsReceive timely CallTower solution updates, latest information and alerts to stay informed about important changes and announcements.
Billing Escalation Pathcheque out the Billing Escalation Path for swift resolution and guidance on addressing billing-related inquiries effectively.
Client Support PlanExplore the Client Support Plan for a detailed overview of our services, ensuring tailored assistance and enhanced support for your unique needs.
Client Success Escalation PathsAccess the client success escalation path, providing a strategic guide to promptly address and enhance your overall client experience.
Implementation Escalation PathExplore the implementation escalation path for a structured guide to efficiently address and resolve issues during the implementation process.
Support Escalation PathExplore the technical support escalation path to efficiently navigate and resolve issues with step-by-step guidance.
Explore the overview of our company, mission, and commitment to delivering innovative communication solutions.
Bill centreExplore for a streamlined experience managing and understanding your invoices and billing information
Billing questions, payments, disputesFind essential information about billing inquiries, payment terms, and dispute resolution for your account.
CallTower TrainingComprehensive resources and guidance to enhance your proficiency in utilising our communication solutions.
CallTower, Inc. Terms of UseDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Website Privacy PolicyReview the information on how we safeguard your personal data, ensuring transparency in our services.
WebinarsVisit insightful sessions, industry expertise, and the latest updates on our communication solutions.
Services Level Agreements (SLA)Comprehensive details on CallTower’s Customer SLA, including scheduled maintenance windows for solution updates.
California Consumer Privacy ActCheck out how we comply with CCPA regulations, prioritising the protection of consumer privacy.
FAQBrowse the FAQ webpage for quick answers to common questions about our products and services.
Customer Proprietary NetworkExplore the Customer Proprietary Network webpage for secure and customised communication solutions.
There is no better relationship in the industry than ones CallTower has with its partners. Here are just a few things that make working with us truly awesome.
Partner PortalAt CallTower, we consider our channel partners as family, valuing successful relationships through excellent support and financial rewards.
Rebiller ProgramGTx is CallTower’s revolutionary rebiller service and portal, created for MSPs, System Integrators, Resellers, Distributors, and VARs, to radically empower Operator Connect for Microsoft Teams transactions and offerings – complete with 24/7/365 support and dedicated expertise.
maximise your unified communications with our voice, contact centre, productivity tools, and network support.
CallTower’s Cloud Contact centres Make it Easy to Make Powerful connexions and Deliver Results.
Connect with anyone, anywhere, inside or outside your organisation, from a single, dedicated geographic number.
A revolutionary tool enabling users to easily personalise and control their CallTower services
We have a dedicated 24x7x365 customer service team that is trained to help you
Client Success Escalation PathAccess the client success escalation path, providing a strategic guide to promptly address and enhance your overall client experience.
ImplementationsExplore the Implementations for a detailed guide to efficiently deploy and optimise our solutions.
Support Escalation PathExplore the technical support escalation path to efficiently navigate and resolve issues with step-by-step guidance.
Billing Escalation Pathcheque out the Billing Escalation Path for swift resolution and guidance on addressing billing-related inquiries effectively.
Network StatusView the Network Status for live updates on system performance and service status.
Sales Escalation PathNavigate the sales escalation path to expedite issue resolution and receive tailored support for your sales-related inquiries.
Solutions centreDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Updates & NotificationsReceive timely CallTower solution updates, latest information and alerts to stay informed about important changes and announcements.
Implementation Escalation PathExplore the implementation escalation path for a structured guide to efficiently address and resolve issues during the implementation process.
Client Support PlanExplore the Client Support Plan for a detailed overview of our services, ensuring tailored assistance and enhanced support for your unique needs.
Explore the overview of our company, mission, and commitment to delivering innovative communication solutions.
Bill centreExplore for a streamlined experience managing and understanding your invoices and billing information
Billing questions, payments, disputesFind essential information about billing inquiries, payment terms, and dispute resolution for your account.
CallTower TrainingComprehensive resources and guidance to enhance your proficiency in utilising our communication solutions.
CallTower, Inc. Terms of UseDiscover a comprehensive Solutions centre, offering a hub of resources and information to address your needs and challenges effectively.
Website Privacy PolicyReview the information on how we safeguard your personal data, ensuring transparency in our services.
WebinarsVisit insightful sessions, industry expertise, and the latest updates on our communication solutions.
Services Level Agreements (SLA)Comprehensive details on CallTower’s Customer SLA, including scheduled maintenance windows for solution updates.
California Consumer Privacy ActCheck out how we comply with CCPA regulations, prioritising the protection of consumer privacy.
FAQBrowse the FAQ webpage for quick answers to common questions about our products and services.
Customer Proprietary NetworkExplore the Customer Proprietary Network webpage for secure and customised communication solutions.
There is no better relationship in the industry than ones CallTower has with its partners. Here are just a few things that make working with us truly awesome.
Partner PortalAt CallTower, we consider our channel partners as family, valuing successful relationships through excellent support and financial rewards.
Rebiller ProgramAt its election, CallTower may schedule maintenance during a standard maintenance window on the third Friday of every month from 10:00 PM to 4:00 AM Mountain Time and will provide Customer with a 1-week notice of all scheduled maintenance; notice of Scheduled Maintenance shall be provided to Customer’s designated point of contact by a method elected by CallTower including telephone, email, fax, or pager. CallTower may schedule a weekly certificate upload every Friday at 12:00 AM Mountain Time on the Skype for Business platform. This process has no customer impact and services remain functional during the upload. Such service unavailability shall not be considered a factor in determining Service Level Availability.
If Customer opens a trouble ticket with CallTower Customer Support within 3 days of Customer’s failure to access CallTower’s Service, and CallTower determines in its reasonable commercial judgement that the Service is unavailable due to an outage caused solely by the items of the Service managed by CallTower, that Service interruption will be used to calculate Service unavailability to determine the remedies provided below.
Service shall be deemed by CallTower to be unavailable if CallTower’s servers are not responding to hypertext transfer protocol (HTTP) requests, or CallTower Services are not responding to telephone calls received through the public switched telephone network (PSTN); CallTower’s records and data shall be the basis for all Service availability calculations and determinations. Unavailability of CallTower’s Service due to (a) acts or omissions by the Customer, its agents or any user of the Service authorised by Customer; (b) Customer power outage; (c) network unavailability or interruption external to the CallTower data centre or outages resulting from services from Tier 1 partners such as, but not limited to, Sprint, Level3, XO, and Windstream, even if contracted by CallTower for the benefit of Customer; (d) scheduled maintenance; (e) interruptions relating to account codes, client network connexions and environment, client Outlook, and DNS services; (f) external network connexion interruption by a third party even when contracted by CallTower on behalf of Customer; (g) connexions brought down by any company or individual (including Customer) outside of CallTower; (h) Customer’s applications, equipment, or facilities; or (i) events of Force Majeure shall not be deemed Service unavailability for the purpose of these Service Level Agreements. Where CallTower deliver its Services over the Internet (outside a private network) to offices or individual users CallTower cannot guarantee availability and are thus expressly excluded from these Service Level Agreements
CallTower’s Service guarantee ensures that Customers receive the following levels of Service:
99.95% uptime in any calendar month
99.95% uptime in any calendar month
CallTower’s Availability Guarantee declares that the specified CallTower Service (Voice and Messaging services) will be available 99.95% of the time. If CallTower fails to meet this Guarantee during any given calendar month, Customer’s account is eligible to be credited for the value of the affected service.
At Customer’s request, the prorated credit will be in the amount of one day of the Customer’s cost of the affected CallTower Service for each cumulative hour of Service unavailability that falls below the SLA of 99.95%.
Updated October 2021