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FreePBX Warranties & Support

Free PBX Peace of Mind Package (POMP)

Select the FreePBX support contract that is perfect for you. All technical support is provided by the expert engineers who design, develop, and run the FreePBX project. Let us help you anywhere from implementation asitance to upgrades and production down emergencies. The FreePBX Support experts is made of a team of highly skilled FreePBX professionals who communicate clearly and focus on rapid problem solution. Please review our full FreePBX POMPs Terms of Service on the Sangoma Website Legal Page for all details related to your POMP purchase.

  

Gold Peace of Mind

 Platinum Peace of Mind Add-On

Support Credits

 Includes 60 Minutes of support (Additional support credits can be purchased) All support credits are applied to the customer account and can be used for any system that the customer opens a ticket on. 120 Minutes of support (Additional support credits can be purchased) All support credits are applied to the customer account and can be used for any systems that the customer opens a ticket on.

SLA Level

 Standard Platinum Support Contract includes 24/7 365 response SLA for Level 1 emergency's by entering a special access code when calling after hours support. Fastest available response time.

Support Hours

 Support is offered between 9 a.m. and 6 p.m. Monday through Friday, Central Standard Time ("Business Hours") excluding major US holidays Extend normal support hours between 8 a.m. - 6 p.m. Monday - Fridat, Central Standared Time ("Business Hours") exlcuding holidays for Level 2 through 4 support issues. Level 1 support issues will be adressesed 24 hours a day, 365 days  a year.

Remote Access

 All remote support is done by connecting to your PBX using SSH protocol on port 22 or equivalent port. All remote support is done by connecting to your PBX using SSH protocol on port 22 or equivalent port.

Support Service Level Agreement

 Sangoam Technologies shall provide support Service for the system in accordance witht eh FreePBX Support Contract terms of Service except to include the below SLA's Sangoam Technologies shall provide support Service for the system in accordance witht eh FreePBX Support Contract terms of Service except to include the below SLA's

Level 1

 Critical: Production down emergency, Phones Down, All communication down. Response Time = Within 4 Business Hours Critical: Production down emergency, Phones down, All communication down. Response Time = Within 2 hours 24/7

Level 2

 Moderate: Single employee unable to function. Response Time = Withing 8 Business Hours Moderate: Single emplyee unable to function. Response Time = Wihtin 4 Business Hours

Level 3

 Normal: Basic configuration concern that impact productivity but do not prohibit communication. Reponse Time = Within 2 Business Days Normal: basic configuration conerns that impact productivity but do not prohibit communcation. Response Time = Within 3 Business Days

 

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