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. 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 could include:
All Elastix related configuration covered
Elastix Support will be performed based on availability of our technicians or Scheduled to your convenience.
The support tasks does not could include:
Elastix/Asterisk bug fixing
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.
This support is provided by PaloSanto Solutions directly and is valid 09h00 – 17h00 CST North America (-5 GMT Ecuadorian Time, except for 24x7 support).
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.