Paid support terms / SLA's ?

Discussion in '3CX Phone System - General' started by Fatboy40, Nov 24, 2010.

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  1. Fatboy40

    Fatboy40 New Member

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    When I purchased 3CX in September 2010 I also purchased the 1 Year Product Support for my edition (16SC). Now looking at the 3CX website, and the PDF's etc I received, there's no mention of the terms of the support or if any SLA's are applicable.

    Is this sort of information publicaly available ?, should I have received something covering this ?.

    I'd create a support ticket to ask, but I thought that others thinking of buying 3CX would be interested in the answer to this question ?.

    Thanks.
     
  2. mfm

    mfm Active Member

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    Hi,

    quoting from the pricing page:

    3CX Support packages

    Although 3CX recommends buying via a partner and obtaining support via a 3CX partner, we do have support packages available for customers that can not find a suitable partner in their area. 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
    * Troubleshooting of supported gateways and interface cards in 3CX with standard templated configuration
    * Analysis of SIP logs in case of interoperability issues with 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
    * Unsupported SIP Phones, Gateways or cards
    * Non-standard configurations of 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.

    You can order a 3CX support package online here.
     
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  3. Fatboy40

    Fatboy40 New Member

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    Hi Mark,

    Thanks for the reply, however, I'm afraid it does not answer my question.

    When support is purchased there must be some sort of contract entered into with 3CX ?. I'm allready aware of what the support provides, but I need to know the terms and conditions of the support contract that I have entered into.

    Thanks.
     
  4. mfm

    mfm Active Member

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    Hi,

    Send an email to sales@3cx.com
     
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