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Elastix Paid Support

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As Elastix developers PaloSanto Solutions offers Official Elastix Support directly from our team of Elastix Certified Professionals.

All of our support Staff is integrated by senior engineers accredited by the ECE certification (Elastix Certified Engineer).

Our Support includes two alternatives of service:

Below you will find a complete description, terms and conditions for both of them.


Elastix Subscriptions

Thinking about the necessity of keeping communications available at all times, we have designed a structure of support subscriptions that will allow you to solve unexpected problems that may occur in your Elastix Unified Communications Server in Operation.

Elastix Support Subscription Applies for any case or incident in an Elastix Server, already in production, that needs online and remote support. Our team of Engineers will solve problems related with the Elastix solution or with the interoperability of any Elastix Certified Hardware installed in your server. This support includes solutions derived from Elastix and developed by PaloSanto Solutions like our Elastix Call Center Module.

This service is provided by cases or incidents and has three level of subscription:

Features
Basic
Standard
Premium
Elastix Servers
1
1
1
Hours of Support
10
20 30
Phone Support
No
No
Yes
Chat Support
Yes
Yes
Yes
Email Support
Yes
Yes
Yes
Remote Troubleshooting
Yes
Yes
Yes
Attention hours
8x58x524x7
SLA
4 hours
4 hours
3 hours*
  4 hours**
Monitoring of Equipment
No
YesYes
Preventive AuditYes YesYes
Priority over standard hourly based supportYesYesYes
Supported Language
English / Spanish

*In 8x5 time
**In 24x7 time

Terms and Conditions

  1. All support under subscription is remote.
  2. Elastix will work with Customers who have a valid Support Subscription that are experimenting problems related with an Elastix Implementation.
  3. Considerations will be taken to problems faced during the operation of the equipment and are directly related to the Elastix Software and/or interoperability of any Elastix Certified Hardware. The resolution of problems related to third party hardware is at the discretion of PaloSanto Solutions.
  4. This definition does not include software developed by other companies already integrated with Elastix. This definition includes solutions derived from Elastix and developed by PaloSanto Solutions like our Elastix Call Center Module.
  5. PaloSanto Solutions will make their best effort to solve the inconvenient present at the customer server to bring it into full operation conditions.
  6. There is not minimun time required to attend a case. 
  7. This support is provided directly by PaloSanto Solutions and is valid from 9h00 - 17h00, -5GMT Ecuadorian time, weekly working days. Cases receipted outside these hours will be reviewed the next day at the available time (this point doesn’t apply for subscriptions with 24x7 coverage).
  8. Preventive Audits are remote and will be coordinated in anticipation with the contact designed by the client.
  9. Subscriptions of Standard and Advance level don’t include case resolutions on Ecuadorian holidays. You can ask for a list of Ecuadorian holidays at
  10. For the remote support the client must have enabled ssh access (port 22) and web access (port 443), to the Elastix server that must be configured. This must be setup before the support attention to avoid time loses. It is also allowed the use of remote access software such as TeamViewer, Logme-in, VNC, etc.
  11. Our Elastix Support Engineers can only do suggestions about changes in the network configuration of the client. These suggestions will be related to solve any problem related to networking at the moment of support. Our Elastix Support Engineers will not perform any network configuration at any moment.
  12. Supported Software: the support subscription covers all available stable versions of Elastix. The level of support available depends on the versions installed in the client server. Current versions have the highest level of support while older versions have a limited support. The support does not include review of third party software or problems related with Networking. If the support team find that the problem is related to third party software or networking arrangements, they will send a report to the client with suggestions.
  13. Supported Hardware: All Elastix Hardware is supports by default. In relation with Telephony integration, this support includes hardware certified by Elastix. More information at the Elastix Certified Hardware Program.
  14. Elastix is not responsible for Asterisk Bugs and is not responsible for third party software Bugs either. In the cases where the problem is related with an Asterisk Bug, the support team will inform the Client and will register the problem at the Asterisk Bug tracker. As soon as a solution is available, the support team will solve the Client problem.
  15. When the case has is related with an Elastix Bug, the support team will inform the client and will register the problem at the Elastix Bug tracker. As soon as a solution is available the support team will solve the Client problem.
  16. If the problem is related to hardware, the support team will inform the client to initiate a RMA process with the hardware producer. If the problem is related with Elastix Hardware the support team will instruct the client with the right procedure to initiate the process.
  17. This support subscription is not a valid way to perform development of Elastix functionalities Any requirement that involves development should be requested and will be scaled to the right channel for a proper estimation.
Recommendations

We recommend using Elastix Certified Hardware. We also recommend making your Elastix implementation with Certified Professionals. For more information about certified professionals please take a look at our Reseller List.
 
Resolution of an Incident

An Incident will be considered closed when any of the following reasons apply:
  • To provide a resolution or steps to a resolution
  • Configuration changes
  • Scale to Bug report
  • To provide a temporary Solution
  • Identification of errors
This product is distributed through our Reseller Network. For more information please send an email to:


Elastix Web Chat Support

The Elastix Web Chat Support is the best way to found quick support and assessment for any Elastix topic. From "how to" procedures to estimation of implementation projects you will always find the right and shortest way to configure your Elastix based system or perform your project with 2nd and 3rd level of support behind your back.

You can purchase an hour of support or a bundle of 5 and 10 hours. Use them for an estimation, a scheduled maintenance, a survey or keep them as a "Stand By" support technician you can consult at any time.

With the purchase of Elastix Web Chat support you will get:

  • A ticket number which allows you to automatically access our support system
  • The ticket number covers up to one, five or ten hours of Elastix Web Chat based support
  • You will be attended by one of our certified engineers in workable days. Monday to Friday 9AM to 5PM (-5GMT, Ecuadorian Time)
  • You can reuse the ticket number several times until your time is exhausted. The time used is not rounded to hours. So, you can save time in comparison with other systems
  • Fast support with remote log in via ssh

The support tasks includes:

  • All Elastix related configuration covered
  • Hardware setup
  • Tuning
  • Customizations
  • Integration issues

The Support does not include:

  • Elastix/Asterisk bug fixing
  • Programming/scripting
  • Provision of call recordings
  • Troubleshooting of issues with third party software*
  • Any other services not listed as included

* Some software included in the Elastix Distro, e.g. Vtiger, SugarCRM, A2Billing, etc are third party software.

Elastix Support will be performed based on availability of our technicians or Scheduled to your convenience.

This support is provided by PaloSanto Solutions directly and is valid 09h00 – 17h00 CST (North America, GMT – 5, except for 24x7 support).

Considerations and Requirements for Remote Access

  1. You must have enabled ssh access (port 22) and web access (port 443), to the Elastix server that must be configured. This must be setup before the support attention to avoid time loses. It is also allowed the use of remote access software such as Logme-in, VNC, etc.
  2. Our Elastix Support Engineers can only do suggestions about changes in the network configuration of the client. These suggestions will be related to solve any problem related to networking at the moment of support. Our Elastix Support Engineers will not perform any network configuration at any moment.
  3. The chat support is not a valid way to perform development of Elastix functionality. Any requirement that involves development should be requested and will be scaled to our development team. This work will follow the policies and procedures of this area.
  4. It is recommended, before requesting a support, to verify that the problem is not already reported in the Elastix bug tracker. Any solution related to bugs will be released by our development team with available patches.
  5. If you require support for third party hardware it is possible that our technical team will need time to do some research. In this case the technical support team will estimate, if it’s necessary, and will inform you if there is any additional time.
  6. Any hour related with research will be discounted of the total amount of support hours.
You can purchase Elastix Web Chat support at our Store Web Page.

For a complete description of considerations and policies of the Elastix Support please download our Elastix Web Chat Support Policies

To access to our Web Chat Support make click in the Button below. Please download our access procedure here for extra details.

Elastix Support

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