Attention: Official 3CX Support requires 3CX Support package

Discussion in '3CX Phone System - General' started by Nick Galea, Dec 10, 2008.

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  1. Nick Galea

    Nick Galea Site Admin

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    3CX does not provide technical support via these forums. Many problems can be solved by obtaining a 3CX support package, which are very competitively priced. Support packages can be purchased here.

    We recommends buying 3CX via a partner that will be able to support you. You can find a list of 3CX Partners here: 3CX partners

    Support is available via email, live chat and phone and includes the following:

    • Help on configuring 3CX Phone System and questions in relation to its operation.
    • Troubleshooting of external extensions and bridges via Tunnel;
    • Help with configuration of supported phones and VoIP providers;
    • Troubleshooting of supported gateways and interface cards in 3CX with standard templated configuration;
    • Analysis of SIP logs in case of interoperability issues with a supported VOIP provider, IP Phone or Gateway Supported ITSPs / Vendors only;
    • In the case of unsupported VoIP providers, we will determine if it is a vendor/provider problem or a 3CX issue and will direct customers to
      vendor/provider if it is the former, with our findings.

    NOT included

    • Remote installation
    • Support for unsupported SIP Phones, Gateways or cards
    • Non-standard configurations of supported devices
    • Configuration of phones beyond provisioned templates
    • Remote extension and bridge support that does not use the tunnel
    • Troubleshooting unsupported VoIP Providers. We will give pointers but we can not guarantee interoperability with all providers.

    These items involve 3rd party products and networks outside of the control of 3CX and support may only be available via Best Effort
    Professional Service Fees at an hourly rate.

    Pricing for our support packages and how to buy them can be found here

    FAQ's in relation to our Support services

    1. Why do you not provide evaluation support?
    Installation and configuration of a complete VoIP Phone System takes time, and its not possible for this to be done prior to purchase of the relevant support services. Keep in mind that 3CX Phone System can not be compared to a simple office package, say a drawing program, which is easily installed and supported. 3CX Phone System is a complex program, that has to work together with phone hardware, voip providers and gateways. This configuration support cost time and can not be given free of charge.

    2. Why do you recommend particular VoIP providers?
    We have no particular preference for VoIP providers, however we have partnered up with leading VoIP providers in order to be able to ensure interoperability. These providers have pledged support for our product as well as given us a test account so we can test each of our builds against the VoIP providers. Unfortunately not all VoIP providers stick to the RFC standard and therefore its not possible to guarantuee interoperability with all voip providers. We actively look for VoIP providers that are ready to partner with us.
     
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