How To Open A Support Ticket

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Online Support Site

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.

You can view and reply to a ticket within our online support center, or by e-mail. If replying by e-mail, please be sure to keep the subject line intact so that your message reaches our ticketing system.

Difference between Support Credits and Support Contracts

Depending on the type of support you are looking for you may need to have a Support Contact and/or Support Credits in place for your organization or product.

• Support Credits 

  • A single support credit is generally worth 1 minute of time with the support department.  

  • Support Credits can be purchased in 120, 300 and 600 credit chunks

  • Support Credits are also included with your purchase of a Support Contact based on what product and type of Support Contract you have purchased.

  • Support Credits belong to a Organization not to a specific product.

  • For more information, see How to Purchase Support Credits

• Support Contracts

  • Required to get support on some products and types of support as outlined below in the Support Requirement section

  • Support Contracts include some Support Credits based on the type of Support Contract you have purchased and type of product.

  • Support Contract belongs to a specific product not a Customer or Organization.

  • Require yearly renewals to keep in effect.

  • For more information, see How to Purchase Support Contracts. 

Support Requirements

You must have a positive support credit balance and/or support contact in order to obtain Support on most products. Depending on your product you want support for the requirements can be different are outlined below.

• 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

    • Remote Install option available for $900

    • Includes post cutover support and management

    • No Support Contract offered or required

    • 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.
    
    

    Open

    

• 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.
  
  

  Open

  

  • 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.

• Check the Remember Me box if you would like your browser to remember you next time. (Not recommended on public computers).

• Click the Login button.

First Time Logging In?

• If this is the first time you have logged into our support system, we will ask you to confirm your contact information and update it as necessary.
  
  

• Click the Update button to proceed.

Submit a Ticket

• Click Submit a Ticket.

  • Choose the most appropriate support department for your request. This helps us serve you most efficiently by routing your inquiry to the appropriate staff. Some departments may not be available to your account.

• Click the Next>> button to proceed.

• Depending upon the department you selected, the next screen may request additional information. Don't forget to make the appropriate selections and enter any special information as requested.
  For example, the FreePBX Configuration Support department requires you to select a Billing Responsibility and Deployment ID.

• If you are opening a ticket in a paid support department, you will see your available support credit. Paid support requests require a positive support balance.

• Enter a ticket subject, give a brief summary of your issue. This becomes the title of the ticket. Please be descriptive. If you have multiple tickets open at the same time, a descriptive subject will help you (and us!) keep track. A subject like "One-Way Audio on my Main Office Deployment" is a better choice than "Please Help."

• Enter your message below the subject. Please be as descriptive as possible when filling out the description of the issue you are reporting. This includes any applicable traces, as well as steps to reproduce the problem.

• If you need to provide attachments, such as screenshots or documents, you can use the Attach Files option. Click the Add File button to get started.

  • Click the Choose File button.

  • Select a file from your computer.

  • You can add more files by clicking Add File to repeat the process. Select another file from your computer. 

• Click the Submit button when ready to submit your ticket.

• You will receive a confirmation of your ticket on screen and will also receive an e-mail confirmation.

   

View an Existing Ticket

You will receive our replies to your ticket at the e-mail address you used to log into the support site. You can also view your tickets in the online support center:

• To view your existing open tickets, after logging to the support center, click on My Tickets.

• You will now be shown all of your open tickets. To edit a ticket or add additional details / updates, simply click on the ticket name (large blue text).

Reply to a Ticket

You can reply by e-mail or by using the online support center. If you reply via e-mail, be sure to keep the subject line intact so that we receive your messages. You can also reply via the online support center:

1. Navigate to your ticket as described above.

2. Click the Add Reply button.
   
   

3. Enter your Message, attach additional files if desired, and click the Send button.
   
   

View a Resolved (Closed) Ticket

Please avoid re-opening closed tickets unless your issue is unresolved and you need further assistance. If you reply to a closed ticket, the ticket will re-open. For new issues, please open a new ticket.

• Click the View Resolved Tickets button to view and re-open a closed ticket.
  
  

• You will see a full list of all the tickets you have created that have been closed. Click on any ticket name (large blue text) to review or re-open it.