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.

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.

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.

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