Scope of Service

All Fonality Connect customers are entitled to Support.  The Scope of Service for Fonality Connect service differs from our other IP-telephony products (trixbox Pro, PBXtra, Fonality PBX from Dell).  The following information defines the Scope of Service for Connect customers only. 

Hardware

Fonality Support will assist with troubleshooting and resolving or replacing (at the sole discretion of Fonality) any Fonality-provided hardware.

Please see the Fonality Terms and Conditions for information about hardware warranties.

Any damage caused by misuse or abuse of the equipment or caused by environmental issues (like water dripping from the ceiling) are not covered under this Scope of Service. 

Physical damage caused by the shipping service used to send you the Connect product is covered, and must be immediately reported to Fonality if you require an RMA.  If any part of the hardware becomes defective through normal use  (such as the cord connecting the handset to the base cracks or frays), Fonality Support will verify and issue a replacement request as long as the hardware is still within the standard warranty period.

Software

Phone Configuration

If at any point your Connect phone loses it's connection with the Fonality Connect servers, Fonality Support will assist you with identifying and resolving (if possible) the underlying cause.

Please call Fonality Support if your phone displays the message "no IP" or "Unregistered" or if you are unable to place or receive calls using your Connect phone.

Admin Panel

If you have any trouble accessing or using the Fonality Admin Panel, Fonality Support will assist you with interpreting and resolving (if possible) any error messages or problems that prevent you from using any and all features of the Admin Panel.

If you see an error message displayed within the Fonality Admin Panel at any time, please take a screenshot or copy and paste the error message and supply this information directly to Fonality Support.  This will make the troubleshooting process much easier.

All of the features that are part of the Admin Panel by default are covered.  For a complete listing, please see URL HERE

User Panel

If you have any trouble accessing or using the Fonality User Panel, Fonality Support will assist you with interpreting and resolving (if possible) any error messages or problems that prevent you from using any and all features of the User Panel.

If you see an error message displayed within the Fonality User Panel at any time, please take a screenshot or copy and paste the error message and supply this information directly to Fonality Support.  This will make the troubleshooting process much easier.

All of the features that are part of the User Panel by default are covered.  For a complete listing, please see URL HERE

Phone Service

If you are unable to make or receive inbound, outbound, or extension-to-extension calls, Fonality Support will assist you with troubleshooting your connection (using our Support tools - we will not rely on data supplied from third-party Support tools) and resolving (if possible) any issues to restore full connectivity.

It is possible that your phone service becomes unavailable due to forces beyond Fonality's control including: your Internet Service Provider (outage, port restriction, migration to new network hardware, a new firewall, or any other technical difficulty at your ISP), the electric company in your area (power is required for VoIP phone service unlike traditional analog phone service), flooding, heavy rain, thunderstorms or any other Act of Nature, and any other force outside the control of Fonality not specifically mentioned here. 

The use of Wireless Internet (via WiMAX, Muni-Wifi, Free City Wifi, Airport Wifi, or any other wireless access point including home-based wifi routers/access points), Microwave Internet, or Satellite Internet connections will affect call quality negatively.  Fonality will not be held accountable for poor call quality if you choose to use one of the services mentioned in this paragraph.

Fonality Support will help you identify the root cause of any issue encountered during normal use of your Connect service.  Common causes of service interruption or outage are: your Internet Service Provider, the physical cabling path between you and Fonality, and problems with your network.

If Fonality Support determines and proves that your phone service is unavailable due to one of these factors, the Scope of Service ends until the outside influence causing the trouble is resolved. 

The most common cause of a service outage would be the loss of Internet access at your location.  If your Internet fails, your Connect service will be interrupted until your Internet service is restored.  Fonality is not responsible and will not be held accountable for the quality of your Internet service nor the consistent connectivity of your office or home office location to the Internet.  Internet services are the responsibility of the customer.

NOT COVERED

Any items not explicitly listed within this document are outside the Scope of Service.  These items include, but are not limited to: your router (if not purchased from Fonality), your cable modem or DSL modem, any other type of modem providing Internet service to your location, any network switches or hubs, electricity, any wall outlets or jacks for power or Internet connectivity, grounding cables not supplied with your Connect product, and any other environmental variable related to, but not required for, operation of your Connect service.