Support Department Overview and Policies

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There are three commercial aspects to Technical Support Services

1. Technical Support Services

   1. Post Installation Technical Support is used to assist customers in the operation of Sangoma products after installation.  Support provides resolution to customers for the following types of issues; “Error” resolution, unexpected performance, unreliable communications and other requests for assistance.  The Technical Support services goals are to provide Support assistance for in-service production environments.  Technical Support is defined as a bug in the software where a feature or service does not work as documented in the Sangoma Wiki for Commercial Products.

      1. Customer access to Sangoma Support Services

      2. Sangoma Support provides Tier 3 Support

      3. Customer comes to Sangoma with Problem In-Hand

      4. Customer provides Logs, Captures and detailed analysis of the issue not working as documented.

      5. Problem Identification and resolution assistance

2. Professional Services

   1. Technical Support Services are for “Error” or “Bug” resolution, while Professional Services is when the Sangoma Customer Service Engineer must configure the Sangoma Product for installation, implementation or configuration.  Support Credits are used when Professional Services is engaged as outlined below. The Sangoma CSE will meter the time spent to configure the unit for correct operation, and deduct the time from the balance within the customer account.  In some cases, a Customer will perceive the problem to be a “Error” or “Bug”, but if the Sangoma CSE resolves the problem through standard configuration, then Support Credits will be used.  If the problem results in an escalation to R&D resulting in a Patch or software update, then Support Credits will be refunded. 

      1. Pre-Installation services is used by customers to request Sangoma Support to provide Installation, Configuration and Implementation services to get Sangoma products operational and functional. 

      2. Post-Installation services include additional setup and configuration and setup of product. 

      3. 1 Support Credit is usually equivalent to 1 minute of services rendered

      4. Support Credits are included in different Support Contracts as outlined below and can also be bought in 2, 5 and 10 hour packages.

      5. Support Credits Required for minor configuration assistance

      6. Problem Identification and resolution resolved by standard configuration

      7. Configuration and Implementation assistance

      8. Exception: Bug Escalation and Resolution consumes No Credits
         
         

3. Hardware Defect Evaluation

   1. Support will determine if there is a valid technical defect of any Sangoma Hardware for the purpose RMA.  In many cases, prior to the RMA of any Sangoma Hardware, Support will review the hardware issue and ensure there is a defect in the hardware.  If there is a defect in the hardware, Support will provide a Fault Analysis and escalate the ticket for Return Material Authorization, provided the equipment is under a valid warranty and is being used as per the terms of Sangoma’s hardware warranty. For more details about Sangoma’s Hardware Warranty Policies please visit Important Documents - Sangoma Technologies .