Service Level Agreement (One-Cloud, Powered by Yeastar Cloud PBX)


Our Customer Support Services are designed to maintain and enhance the performance edge for your business. We take pride in providing our service excellence to your organization, anticipating your needs and expectation. Our dedicated and capable team has more than decades of experience in communications system to ensure a hassle-free experience for all our customers.

Service Department

Office Hours
(Monday to Friday, 9am to 5pm)
After Office Hours
Hotline: +65 63091188 / General Line: +65 6348 8085
Email Support:
Hotline: +65 6309 1188 (Voice Message)

Service Response Time within 2 hours upon log-in call (Office Hour)
Level One Support⇔ Phone and Remote Access (within 2 hours response)
Level Two Support⇔ On-site Support within 2-4 hours (Major Fault) or next Business Day (Minor Fault)
*Major Fault is defined as breakdown of ISDN or One-Cloud Failure.
*Minor Fault is defined as telephone set and extension line faulty.

Support Coverage

Cloud Services only:

  • All Cloud services firmware upgrade, database backup, audit file and others
  • Telephone and Email support
  • Onsite trouble-shooting and replacement of Gateway if any

Note: Client to maintain a fast and stable internet connection

Cloud Services + Equipment OR
Cloud Services + Equipment purchased cover with Warranty (1st Year) / Maintenance Contract (2nd year onwards):

  • Onsite trouble-shooting and replacement of Equipment as per quotation

SLA: Escalation