The process for resolving customer issues is outlined below. In short: partners provide 1st line support, Mitel provides 2nd line support, and Talkative handles escalations and 3rd line support. After basic troubleshooting, partners escalate through this chain as needed.
What Partners Handle vs. What We Handle
Partners are responsible for 1st line support: triaging the issue, ruling out customer-side causes (connection, browser, credentials, integration config), and gathering diagnostic detail. Issues involving Mitel or other integrated systems go to that vendor's support first. Genuine Talkative platform faults - confirmed bugs, errors reproducible within the Talkative product, or anything requiring Talkative engineering - should be escalated to Talkative support.
A note on your CSM: Your Talkative Customer Success Manager is a strategic contact - they own the relationship, account health, roadmap, and commercial conversations. They are not a technical support channel. Real technical issues must go to support@gettalkative.com, with your CSM cc'd so they retain visibility. Routing faults directly to your CSM will slow resolution, as the ticket still has to reach the support team.
How to Troubleshoot Customer Issues
We offer optional platform training for our top partners - get in touch if you'd like to arrange a session.
To troubleshoot on your own, follow this process:
- Check our Knowledge Base. Most common issues and fixes are documented at https://support.gettalkative.com/. Please search before raising a ticket — you may find the answer immediately. Our chatbot can also assist you.
- Check customer-side resources. Confirm the issue isn't caused by the customer's own environment: internet connection, out-of-date or incompatible browser/integrations, or incorrect login credentials.
- Contact the integrated system's support team (if applicable). If the issue relates to a product such as Mitel, contact their support first - they may resolve it or escalate on your behalf.
- Gather relevant information. If the issue persists, collect error messages, logs, and screenshots before escalating.
- Escalate. Submit a ticket with as much detail as possible, including the steps you've already taken. This helps us resolve it faster.
🆘 Escalation
📌 Effective from May 2026
Escalate to Talkative when you've exhausted the steps above and any of the following apply:
- You've tried all available solutions and none work.
- The issue is beyond your technical expertise.
- The issue is critical or time-sensitive.
Submit a ticket by emailing support@gettalkative.com (cc your CSM). Include full detail and the priority of the ticket. Refer to your SLA/contract for contact specifics.
The escalation chain
- End customer raises a ticket with their partner.
- Partner attempts to resolve. If it needs Mitel-side investigation, the partner escalates to Mitel.
- If Mitel determines the issue is Talkative-side or needs Talkative engineering, Mitel escalates to Talkative.
- Talkative engages directly with the relevant party until resolution and shares findings back through the chain.
Voice AI escalations - special process
Voice AI issues require additional diagnostic information before escalation to ensure fast resolution. Before escalating any voice AI issue, the partner or Mitel team should complete the Talkative voice escalation checklist:
🔗 Mitel — Voice AI escalation checklist
This includes call recordings, transcripts, timestamps, AI flow context, and Mitel routing details. Submitting an escalation without this checklist will delay resolution.
What to Include in a Support Ticket
Issues
- Describe the issue in detail
- Explain when it started
- Attach screenshots or videos showing the issue
- Include any interaction IDs that demonstrate it
- State your browser and version
- Inspect the affected page and send a screenshot of the console and network tabs
- Attach any supporting files (note: the Talkative team may be unable to open certain file types)
How-Tos
- Explain what you're trying to do in Talkative
- Tell us which feature you'd like to know more about
- Screenshots and videos are always helpful
Feature Requests
- Describe the improvement or idea in detail
- Tell us the priority for you (critical, nice-to-have, etc.)
- Explain what you currently have to do and what you'd like improved
- Screenshots, videos, or mockups are very welcome
⚠️ Ticket Severity Levels
Severity | Description | Examples include, but are not limited to the following |
1 - Critical | Complete work stoppage. All customer’s users are impacted.
| Complete system down or becomes
inaccessible by a majority of users; or
Complete loss of functionality for all users; or data corruption issues; or critical extended Software malfunction or deficiency endangering business where there is no reasonable workaround available. |
2 - High | Complete or partial work stoppage and/or difficulty using system. Multiple customer’s users are impacted.
| System resets occasionally and recovers or becomes inaccessible to many but not most users. Frequent loss of functionality to a majority of users. |
3 - Medium | Complete or partial work stoppage and/or difficulty using system. A group of users (provincial, regional or municipal) or a single user is affected. | Occasional loss of functionality to a minority of users. Usability issue of any of the major functions of the product. |
4 - Low
| A minor annoyance with no impact to the end user’s business processes. Low problems may be raised with a design authority for the purposes of tracking and awareness. There is no commitment to fixing this issue unless the severity level is increased. No operational or financial impact, no concerns apparent from the end user, the problem may be addressed by telephone assistance with a minimum number of calls anticipated. | Cosmetic issues affecting the look and feel of the product not germane to the functionality of the product. Typographical errors in on line text. |
SLA Timeframes (Enterprise)
Response | Acknowledgment and Tracking ID assignment | Temporary Remedy Time (workaround) | Permanent Remedy Time (verified solution) |
Severity Level 1: Critical | Less than 1 hour | Less than 2 hours | 1 Day |
Severity Level 2: High | Less than 2 hours | 1 Day | 5 working days |
Severity Level 3: Medium | Less than 4 hours | 4 business days | 60 working days |
Severity Level 4: Low | Less than 24 hours | N/A | Next release, if feasible |