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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.
Standard Support Plans
FaxBack support engineers are skilled in troubleshooting, problem diagnosis and identifying resolutions. Benefits include:
- Hours of coverage: 6:30am to 5:00pm PST, on business days Monday thru Friday (Except Holidays)
- Support Contact Options: phone, email, and live chat via FaxBack.com
- Number of incidents: unlimited
- SOFTWARE UPDATES: Service packs, software updates and product releases
- Service, Tips, Release Notifications and News
For more details on this plan - See Our Support Subscription Plan Grid
Extended Support Plan
This is available for NET SatisFAXtion Small Business, Enterprise, and Carrier / Provider editions. Includes all the features of our Standard Support plan plus an extended support window. This plan allows for more flexibility and options to interact with our support team. Benefits include:
- Includes all features of the Standard Support Plan
- Additional Hours of Coverage: 5:00pm - 9:00pm PST, Monday - Friday (excluding holidays)
- Email-based technical support during extended support hours
- Ticket Priority: High - guaranteed email response from a support engineer within one hour
- After hours planning assistance in addition to support ticket help
For more details on this plan - See Our Support Subscription Plan Grid
24x7 Support Plan
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. Down issues are defined as critical production issues affecting all users, including system unavailability or problems with significant impact. No workaround available.
- Includes all features of the Standard Support and Extended Support Plans
- Expedited 24x7 Support: 365 days a year, including holidays and weekends
- Ticket Priority: Highest - guaranteed call back from a support engineer within 30 minutes
- Crisis and downtime management: help with overall uptime and high availability
For more details on this plan - See Our Support Subscription Plan Grid
Complimentary Support
New Customer and Trialware Support are complementary support provided with purchase of a fax solution or with a trial of our fax solutions. This support plan begins when the software product key is provided (not on installation).
Complimentary Support users receive:
- Length Support Access: 30 Days
- Hours of Coverage: Monday - Friday 6:30am - 5:00pm PST, excluding holidays
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.
- Assistance with setup/installation, diagnosis and support resolving connectivity/communications issues
- Access to firmware upgrades and patches/fixes from AudioCodes
- Includes advanced analysis and fax packet capture tools
- Hardware must be purchases in conjunction with FaxBack's Software Support
- Priced at 7% of hardware MSRP. Multi-year plans available at a discounted rate
- Limited to fax applications only
- Support for the following media gateways: Media Pack 114/118, Mediant 800/1000, Mediant 2000/3000
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:
- Consultation to determine a plan of action
- Installation and configuration assistance
- Q & A Session
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.
- Clear out cashed files
- Run error detection for any transmission errors that may be occurring
- Install latest updates & patches
- Archive historical data
- Ensure user configurations are running efficiently