Support Plans

Support plans provide access to resources exclusively available through this service option. These plans allow you to contact our technical support services, who help ensure your fax server is optimized for your network environment.  Active support plan allows your fax server to stay up-to-date with software updates and latest patches.



Included in your purchase of your fax server, there is an free 30-Day New Customer and Trialware Support New customers and trialware evaluators receive email, fax and telephone based software support. This complimentary support plan begins when the software or system is estimated to arrive at your location (not on installation) and is available during standard FaxBack Support hours (6:30am - 5:00pm PST) excluding holidays.

In addition to our 30-day support, we offer various other plans that include longer coverage, and different options of the kind of support you can receive.  Listed below we have our more popular options.  Please call and inquire about our support if you have any additional questions about our support.

 

Standard Support Plans
FaxBack support engineers are skilled in troubleshooting, problem diagnosis and identifying resolutions. Benefits include:

 

For new and current customers: Standard Support is invoiced at 15% of the total current list price of the software products purchased.


Around-the-Clock 24x7 Support Plans
Includes all the features of our Standard Support plan plus expedited 24x7 support. This support plan is geared toward organizations with mission-critical fax systems that cannot risk downtime. Enables customers to handle system maintenance, upgrades or other potential support issues during non-business and non-critical hours of operation. NOTE: Only down issues will be addressed after hours.


Premium Annual AudioCodes Hardware Support
Comprehensive support of AudioCodes media gateway devices used for fax communications.  Support is handled directly from FaxBack by AudioCodes trained and certified technicians.

 

Professional Services

FaxBack's affordable Professional Services Programs helps you get maximum value from your
NET SatisFAXtion fax server investment. All professional services require a current software support plan.

Professional Services: Remote Installation Services
For more information contact your sales representative.
A Professional Services Engineer will remotely access your server and provide the following:

Professional Services: Custom Professional Programming Services
For customized fax features and functionality. Requires scope call and custom quote by Professional Services Engineer. For more information contact your sales representative.

Professional Services: One Year Quarterly Software Tune-Up
Ensure your Fax Server is running at it's optimal performance with our quarterly tune-up service. A FaxBack support tech will remotely access your server to perform software maintenance. For more information contact your sales representative.


Training
Learn all the capabilities of your software and maximize the value of your FaxBack applications with expertise from the people who know it best: our technical training engineers.