Support Terms

UC Connect Support Terms

UC Connect, Teams Connect, Text Connect, and AI Connect are products of UCC Networks.

UCC Networks is committed to providing reliable support for its unified communications products and services. This page outlines both standard and premium support features and service level agreements (SLAs), along with exclusions and contact methods.

Support Services and tiers

Standard Support

Standard Support is included with all UCC Networks products and plans at no additional cost.

Standard Support includes:

- Email case management support

- Access to knowledge base articles

- AI chatbot assistance available on the UCC Networks website

Standard Support SLA - Response and Resolution Time

- Initial Response Time: 12 Hours

- Standard Case Resolution Time: 72 Hours per Ticket

Premium Support

Premium Support is included for Enterprise Service Plans at no additional cost.
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Premium Support includes:

- Real-Time phone support

- Dedicated Technical Account Manager

- Email case management support

- Access to knowledge base articles

- AI chatbot assistance available through the UCC Networks website

Premium Support SLA - Response and Resolution Time

- Initial Response Time: 4 Hours

- Premium Case Resolution Time: 24 Hours per Ticket

Technical Account Manager (TAM) Services

For Enterprise Service Plans, UCC Networks provides a dedicated Technical Account Manager (TAM) at no additional cost.
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TAM Services include:

- Direct point of contact for account support

- Ensuring exceptional service quality

- Configuration changes

- Routing modifications

- Handling customer technical inquiries

TAMs are assigned to accounts and are available Monday through Friday from 8:00 AM to 5:00 PM. Customers with non-enterprise plans may purchase TAM services at a rate of 10% of their total Services Quote.

Support Exclusions

Support SLAs do not cover:

- Issues caused by third-party integrations or services not managed by UCC Networks

- Customer-side misconfigurations or non-compliance with best practices

- Force majeure events impacting service availability

- FCC or Carrier regulations on SMS and MMS correspondence

Contacting Support

Customers can submit support cases via email or engage with the AI chatbot for instant assistance. Enterprise customers with a dedicated TAM can directly reach out to their assigned manager for escalations and support inquiries or by calling our support line at 714-769-9456.

Revisions and updates

UCC Networks reserves the right to update this agreement and SLAs to enhance service quality and meet evolving customer needs. Customers will be notified of any significant changes. Effective date for changes will also be posted on this page.