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2022-10-24 Support ticket process has changed see this page to open a Support ticket https://help.sangoma.com/community/s/article/How-to-create-a-new-account-for-Sangoma-community-portal |
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Online Support Site
https://help.sangoma.com/community/s/
A "ticket" is a conversation within our online support center. Each ticket has a unique ticket number. We request that you open a separate support ticket for each issue. Please do not list multiple issues within the same ticket.
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FreePBX
FreePBX Appliances
Assistance with a hardware problem on your purchased Sangoma FreePBX Appliance.
Appliance must be still covered under warranty. Does not cover anything about the software on the Appliance just the physical hardware.
No Support Contract required
No Support Credits used
FreePBX Configuration
Setup, configuration of your FreePBX system.
Requires Support Contract
Uses Support Credits
FreePBX Commercial Modules
Assistance on a FreePBX Commercial Module you have purchased.
Please note this option requires the Commercial Module to be covered under an active maintenance period.
All new module purchases come with maintenance covered for the first 12 months free of charge.
No Support Contract required
No Support Credits used
PBXact UC
PBXact UC Appliances
Assistance with a hardware problem on your purchased Sangoma PBXact Appliance.
Appliance must be still covered under warranty
No Support Contract required
No Support Credits used
PBXact UC Bug Reporting
Assistance troubleshooting a bug on your PBXact system.
Requires Support Contract
No Support Credits used
PBXact Configuration
Support on the setup, configuration of your PBXact system.
Requires Support Contract
Uses Support Credits
PBXact Cloud
PBXact Cloud Bug Reporting
Assistance troubleshooting a bug on your PBXact UCC system.
No Support Contract offered or required
No Support Credits used
PBXact UCC Configuration
Support on the setup, configuration of your PBXact UCC system. Remote Install option available for $900
Includes post cutover support and management
No Support Contract offered or required
Uses No Support Credits used
SIPStation and FAXStation
SIPStation General Support
Support for SIPStation Service
No Support Contract offered or required
No Support Credits used
FAXStation General Support
Support for FAXStation Service
No Support Contract offered or required
No Support Credits used
Session Border Controller (SBC)
SBC Hardware Appliance
Assistance with a hardware problem on your purchased Sangoma SBC Appliance.
Appliance must be still covered under warranty
No Support Contract required
No Support Credits used
SBC Support
Assistance on the SBC product related to bugs not setup
Requires Support Contract
No Support Credits used
SBC Configuration
Support on the setup, configuration of your Vega UC system. Please note this option requires a support contract to be in place and a positive support credit balance.
Requires Support Contract
Uses Support Credits
Vega Gateways
Vega Gateways Hardware
Assistance on a hardware issue with your Vega Gateway.
Appliance must be still covered under warranty
No Support Contract required
No Support Credits used
Vega Gateways Support
Assistance on the Vega Gateway product related to bugs not setup
Requires Support Contract
No Support Credits used
Vega Gateway Configuration
Support on the setup, configuration of your Vega Gateway system.
Requires Support Contract
Uses Support Credits
Phones
Sangoma Phone Hardware
Assistance with a hardware problem on your purchased Phone Hardware.
Must be still covered under warranty
No Support Contract offered or required
No Support Credits used
Sangoma Phone Support
Assistance with the Sangoma Phones. Please note we only support our Phones connected to FreePBX or PBXact system.
Must be still covered under warranty
No Support Contract offered or required
No Support Credits used
Telephony and Data Cards
Card Hardware Problem
Assistance on a hardware issue with your Telephony and Datacom Cards.
Must be still covered under warranty
No Support Contract offered or required
No Support Credits used
Card Support Service Request
Assistance on the setup or configuration of your card.
Please note this department is supported at best effort free of charge.
No Support Contract offered or required
No Support Credits used
Log In
There are two ways to reach the online support web site:
Directly: Go to https://support.sangoma.com
Through the Portal: Assuming you are logged into the Portal at https://portal.sangoma.com -- Click on the Support > Support Tickets option in the navigation menu.
You will see a Login tab on the left if you are not logged in. If you are already logged in, skip to the "Submit a Ticket" section below.
Enter your e-mail address in the top field, and your password in the bottom field. Your login credentials are the same credentials you would use to log into our Portal or the SIPStation web site.
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