Elastix Chat-Based Support - 1 Hour
Elastix chat-based support allows you to open a ticket with a certified Elastix Professional 24 hours a day, 7 days a week. Get up to 1 hour of support through the web-chat service, including remote assistance. A ticket number will be issued that allows you to access the web-based support system. You can reuse that ticket number several times until your time is exhausted. (Your time is not rounded to hours - every minute counts!). Receive fast support with remote login via SSH. The certified Elastix professionals can help you on the spot via remote login to your Elastix server.
Elastix 24x7 Chat-Based Support Overview
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 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.
Remote Access: 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.
Elastix 24x7 Chat-Based Support Features:
- - One hour of support time
- - Supported tasks include:
- -- All Elastix related configuration covered
- -- Hardware setup
- -- Tuning
- -- Customizations
- -- Integration issues
- - NOT Supported tasks:
- -- Elastix/Asterisk bug fixing
- -- Programming/scripting
- -- Provision of call recordings
- -- Troubleshooting of issues with third party software (*Some software included in the Elastix Distro, e.g. Vtiger, SugarCRM, A2Billing, etc are third party software.)
- -- Any other services not listed as included
Considerations and Requirements for Remote Access
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.
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.
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.
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.
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.
Any hour related with research will be discounted of the total amount of support hours.
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