Support Policy
Updated: 12/01/21
1. Technical Support and Maintenance. ThreePBX Technical Support includes access to the trouble ticketing system, telephone and email correspondence and interaction with the ThreePBX technical support team during Standard Support Hours for Support Events of any Priority. Subject to availability of resources, ThreePBX may, in its discretion, direct customers to use the trouble ticketing system and/or email in place of Telephone Support.
2. Standard Support Hours: ThreePBX support is available 24 hours a day Eastern Time, Monday through Sunday (holidays included) for all issues.
Calls after 7:00 PM Eastern. Support is available at a lesser capacity. After hours and emergency, support is available by calling 877-771-7464 and pressing '2' to leave a Detailed message with our Level 1 Help Desk. The message will be sent to on-call support staff via an internal notification system. Please open a ticket by phone or email with detailed, screenshots, and call traces immediately thereafter to assist our engineers in troubleshooting the problem.
3. New Install Support –New Customers are required to schedule a session with ThreePBX Support three business days in advance for new installs. ThreePBX will make it's best effort to provide any remote assistance possible to the client. For new install support tickets requiring support after 7pm Eastern or priority handling requested by the Customer, a billable support rate of $125.00 per hour will be charged, with a one-hour minimum.
4. Uncovered Priority 1 Events. In the event that customers contacts ThreePBX outside of standard support hours to help remedy a Priority 1 outage, the event will be reviewed by ThreePBX and Customer to determine the cause of the outage. If ThreePBX is determined to not be at fault for the cause of the event, the customer will pay for ThreePBX time spent at the after-hours non-planned emergency support at the rate of $125.00 per hour, with a one hour minimum. customer will not be responsible for any incident fee or hourly fees if an outage is determined to be the fault of ThreePBX.
5. Priority Definitions & Response Times (All Tickets):
Priority Level | Response Time | Best Effort Resolution Time |
Priority 1: This priority is reserved for system-wide outages that affect all Subscribers. Examples include no dial tone, inability to Register, or unable to complete any calls. | One (1) hour to respond and begin working with Customer to restore service. | As soon as possible |
Priority 2: This is the priority when problems experienced result in a partial service outage, intermittent or end to end call processing failures. Examples include Inbound/Outbound calls to specific areas not completing or dropping, one-way audio, web interface not available or not functioning properly, therefore, hindering call processing routing, etc. | Two (2) hours to respond and begin working with Customer to restore service. | As soon as possible |
Priority 3: This is the default priority for trouble issues related to call processing, routing, voicemail, call transfers within a previously operational PBX/Domain environment. Additionally, this includes day-to-day account-centric problems such as access to the account, password renewal, etc., and de-escalation of Priority 1 & 2 ticket issues resolved and left open for monitoring. | Four (4) hours to respond and begin working with Customer to address the problem. | Within eight (8) business hours |
Priority 4: This is the default priority for all other trouble tickets including setup and configuration issues. Examples included AA setup, custom dial plans, simultaneous ring groups, custom programming request, device configuration, etc. Final priority of all 1,2 & 3 priority tickets before being set to AutoClose or Resolved. | Eight (8) hours to respond and begin working with Customer to address the problem. | Within forty-eight (48) business hours |
6. Reason for Outage. ThreePBX shall provide a Reason for Outage to Customer within 24 hours for any Priority 1 event. ThreePBX shall provide a Reason for Outage to Customer within 96 hours (about 4 days) for any Priority 2 event.
7. Escalation. In the event that your issue is not resolved through the standard support channels, the escalation path is as follows:
Contact Name/Title | Contact Email | Telephone |
1. Carlos Roman/Regional Sales Manager | carlos@threepbx.com | 877-771-7464 Ext 102 |
8. Response Time. Response time is calculated from the time Customer dispatches the ticket to ThreePBX help desk until the time when ThreePBX provides a response to the ticket (Note: a response does not constitute a Work-Around or a Permanent Solution).
9. Resolution Requiring Code Changes. In cases where problems require changes to software code (e.g. Issues escalated to platform vendors), ThreePBX shall use commercially reasonable efforts to deliver a resolution, or in case an immediate resolution is not possible, then a Work-Around, to all non-service affecting issues as soon as possible.
10. Standard Product Improvements and Software Version Upgrades. Customer will receive at no charge all new versions of any ThreePBX software module, and any new features and standard product improvements that are made generally available to other Customers.
11. Notification of Potential Maintenance or Changes. ThreePBX will notify the customers about any planned maintenance or relevant changes made to Platform, which have any potential to impact the customer’s service.
12. Delinquent Payment Status (except with respect to amounts subject to a bona fide dispute). Customers are required to maintain their account balance in good standing at all times with ThreePBX. For Customer accounts delinquent more than 21 days, ThreePBX reserves the right to suspend the handling of non-service-related support tickets until the Customer account is returned to good standing. If the Customer count is thirty (30) days or more overdue, ThreePBX reserves the right to suspend Customer’s Dashboard and Phone System access (Systems Management Portals) for adds, deletions, or changes in services, without liability, until such amounts are paid in full.
13. Professional Services Fees or Custom programming is billed at $125 per hour in half-hour increments.