Support Services - What is required to escalate an issue to Engineering?
Below are the customer requirements for Technical Support to escalate an issue to Engineering:
Be on the most current version of Switchvox that your hardware will allow.
This is required due to changes in asterisk, phone firmware, bug fixes, and added features in each version release that could have already resolved your issue. This also allows for the Engineers to work on a build that includes all recent code directly on the customer system in the event that we cannot duplicate this on an in house test system.
VPN must be connected and working.
This is required due to backend access being available only through our proprietary VPN Utility and flexible access for the Engineering team to the server. For information on our VPN Utility please click HERE.
Approval to create temporary test extensions, Voip Providers, inbound/outbound call routes, and any other necessary troubleshooting configuration, if needed, with the knowledge that no business impacting actions will be done during business hours without prior consent from the contact on the support case.
It is the Customer's responsibility to disable the VPN connection once resolution or case closure has happened.