Schmooze Communications
 


 

Choose the FreePBX support contract that is rght for you. All technical support is provided by the expert engineers who design, develop and run the FreePBX project. We can help with everything from implementation assistance to upgrades and production down emergencies. The FreePBX support experts are a team of dedicated FreePBX professionals who communicate clearly and focus on rapid problem resolution.

  Basic Peace of Mind Platinum Peace of Mind Add-On
Cost $399.00 Per Year (Covers 1 system) $900.00 Per Year (Covers 1 system)
Requirements None You must have a valid Basic Peace of Mind Package and have one staff member who has attended an Open Telephony Training Seminar.
Support Credits 60 Minutes Of Support Included (Additional support credit 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 180 Minutes Of Support Included (Additional support credit 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.
SysAdmin Pro SysAdmin Pro module is included which allows for easy email setup, IP changes as well as a optional VPN service that is used for support. This allows you to enable and disable support access as needed without having to open ports on your Firewall. SysAdmin Pro module is included which allows for easy email setup, IP changes as well as a optional VPN service that is used for support. This allows you to enable and disable support access as needed without having to open ports on your Firewall.
Dedicated Support Number Dedicated Support Phone number that moves your call to the top of the support queue over normal hourly support customers except for any Platinum Peace of Mind Contract customers Dedicated Support Phone number that moves your call to the top of the support queue.
SLA Level Standard Platinum Support Contract includes 24x7 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 offered between the hours of 9:00 a.m. and 6:00 p.m., Monday through Friday, Central Standard Time (“Business Hours”) excluding Major US Holidays. Extended Normal Support Hours between the hours of 8:00 a.m. and 6:00 p.m., Monday through Friday, Central Standard Time (“Business Hours”) excluding Holidays for Level 2 through 4 support issues. Level 1 support issues will be addressed 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. The Basic Support Contract includes a VPN client that can be enabled and disabled as needed. This allows for simplified support access and no need to open Firewall ports. All remote support is done by connecting to your PBX using SSH protocol on port 22 or equivalent port. The Basic Support Contract includes a VPN client that can be enabled and disabled as needed. This allows for simplified support access and no need to open Firewall ports.
Support Service Level Agreement Schmooze Com shall provide support Service for the system in accordance with the FreePBX Support Contract terms of Service except to include the below SLA’s. Schmooze Com shall provide support Service for the system in accordance with the FreePBX Support Contract terms of Service except to include the below SLA’s.
Level 1 Level 1 Critical: Production down emergency, Phones Down, All communication down. Response Time = Within 1 Business Hour Level 1 Critical: Production down emergency, Phones Down, All communication down. Response Time = Within 30 Business Minutes
Level 2 Level 2 Moderate: Single employee unable to function. Response Time = Within 4 Business Hours Level 2 Moderate: Single employee unable to function. Response Time = Within 2 Business Hours
Level 3 Level 3 Normal: Basic configuration concerns that impact productivity but do now prohibit communication. Response Time = Within 8 Business Hours Level 3 Normal: Basic configuration concerns that impact productivity but do now prohibit communication. Response Time = Within 4 Business Hours
Level 4 Level 4 Low: General questions about how to use functionality of phone handsets or PBX questions. Response Time = Within 24 hours Level 4 Low: General questions about how to use functionality of phone handsets or PBX questions. Response Time = Within 8 Business Hours