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VoIP Supply Assist Service Level Agreement


VoIP Supply Assist support services are subject to the following terms, in addition to any terms that are present on a service by service basis:

 

Free Support:

  • VoIP Supply Assist will provide best effort support for equipment purchased from VoIP Supply on a first-in, first-out basis
  • VoIP Supply Assist strives to address every situation promptly. Support requests submitted between 9am and 6pm on a working weekday (Monday through Friday, excluding holidays) will be addressed in the order received with initial responses setting service expectations for the ticket provided within 1 business day.
  • All best effort support services are conducted through a central support ticket portal, located at /supportticket/ticket/submit.
  • VoIP Supply Assist support is conducted through aforementioned ticket portal and not over the phone, through email, face-to-face, or any other method.
  • Any direct service requests sent to service or support personnel will be sent back for re-entry or disregarded.
  • Excessive use of VoIP Supply Assist services may result in being required to pay for a support package and/or refusal of support services. What constitutes excessive use is determined by VoIP Supply at VoIP Supply’s discretion. 
  • VoIP Supply Assist makes no promises the support that is offered will result in issue resolution.
  •  VoIP Supply Assist reserves the right to change, provide, or refuse support services for any reason without prior notice.