As part of our COVID-19 response, all medical customers will receive complimentary 24x7 support during this time.

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:

 

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:

 

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.

 

 

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:

 


 

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.