On Demand Support

On-demand support is designed to resolve issues or implement unexpected configurations remotely, from anywhere in the world.

From setting up configurations to estimating project rollouts, this service is highly favored among integrators because it allows them to proceed with their projects, knowing they have the backing of both second and third-level support.

Support Formats

8x5 Support: This format is tailored for clients who require assistance during standard business hours. Our technical support team is available from Monday to Friday, from 9:00 a.m. to 6:00 p.m., Mexico time. This option is ideal for organizations that primarily operate during office hours and seek reliable support during these times.
24x7 Support: For clients in need of broader coverage, we provide around-the-clock technical support, available 24 hours a day, 7 days a week, 365 days a year. This service is designed for businesses with critical operations that require immediate response at any time, regardless of the day or hour. It's the perfect choice for companies that operate non-stop or those with operations across different time zones and need assistance outside of traditional working hours.

General information about this support

Terms and Conditions of Support

Support covers all stable available versions of Issabel. The level of support largely depends on the version installed on the operational server. Recent versions have the highest level of support, while older versions have limited support.
Support does not include the review of third-party software or networking-related issues. If during the case investigation it is determined that there are problems related to third-party software or networking setups, the support staff will issue a report to the client indicating the problem and suggesting contact with the manufacturers or developers.
It is recommended that before requesting support, you first verify that the issue is not already reported in the Issabel Bug Issues Tracking.
Any bug-related solution will be released by our development team with available patches. Issabel is not responsible for bugs in Asterisk or third-party software.
If the reported issue is related to an Asterisk bug, the support engineer will inform the client and register the issue in the Asterisk bug tracker. The issue will be resolved when a solution is available.
Chat support is not a valid method for developing Issabel functionalities. Any requirement that involves development should be requested and will be escalated to our development team. This work will follow the policies and procedures of this area.
If you require support for third-party hardware, it is possible that our technical team may need time for research. In this case, the support engineer will estimate the time, if necessary, and will inform you if any additional time is required.
Time related to research will be deducted from the total amount of support hours.
If the issue is hardware-related, the support engineer will inform the customer to initiate an RMA process with the manufacturer. If the issue is related to Issabel products, the support engineer will instruct the customer with the proper procedure to start the RMA process.
Supported Hardware: Issabel hardware products are supported by default. For telephony integration, the support will only cover Issabel Certified Appliances.
If the hardware is not certified, it could result in the support engineer conducting research into it.

About Access and Networking

Remote access requirement: The user must enable SSH access (port 22) and web access (port 443) to the Issabel server that must be configured.
This should be done before the support attention to avoid wasting time. The use of remote access software is also valid. Check the FAQs for more information.
Our support engineers can only provide suggestions for changes to the client’s network configuration. These suggestions will be related to solving any networking issue at the time of support.
Our support engineers will not perform any network configuration at any time.

Recommendations

To maximize the efficiency and effectiveness of Issabel’s on-demand support, it is essential that clients prepare a detailed requirement in advance. This approach allows our engineers to thoroughly assess the situation and provide an accurate estimate of the time needed to address the issue.

We advise purchasing a minimum of two hours of support to ensure that the first hour is dedicated to fully understanding the client’s problem or request. Solutions may require additional time, as resolving complex issues or implementing specific configurations can extend beyond the initial assessment.

Common configurations and issues that can be addressed through Issabel’s on-demand support include:

Issues with incoming calls.
Issues with outgoing calls.
Registration failures.
Extensions not in service.
The PBX being out of service.
Non-functional phones.
Inability to call certain destinations.
Echo on calls or delayed audio.
Choppy voice / inconsistent quality.
Calls being dropped after a few seconds.
Robotic sounding voice.
Issues when transferring calls.
Dialer problems.
Trunk issues.
Campaign-related issues.
IVR modifications.
Enabling and disabling extensions.
Adding new extensions.
Adding audio files.
Implementing a new configuration (development customization is not included)
Setting up a SIP trunk.

Our on-demand support is structured to swiftly address these and other challenges, ensuring your communication systems are functioning optimally.

How to initiate support

Once the client purchases support, the Issabel Engineering department registers the client with the Issabel support helpdesk and sends the client access information and procedures for raising a ticket.

If the client is a returning customer, they can raise tickets following the same procedure, and the engineering team will validate if there is available support to be addressed.

Support is conducted through this helpdesk in an asynchronous format, notifying the client by email when a response is available to proceed. Through this secure medium, the client can share requirements and access information so that the Issabel team can work smoothly on the support.

Note: Please make sure you have read these conditions before purchasing our on-demand support.

Hours of Operation: Our support is available from 9 a.m. to 6 p.m., Monday through Friday. (Mexico Time)

Support available every day, at any time, 24/7, 365 days a year.

*The Community Call Center Module has reached its end of life. Limited support is available for versions that include the Community Call Center Module. We are releasing a new Contact Center soon.

Do you have any questions or concerns about support?

Feel free to contact us through these channels and we will guide you on the appropriate support.

Note: Our business hours are from 9:00 AM to 5:00 PM, Mexico Time (-6 GMT). If you contact us outside these hours, please leave us a message and we will respond at the first opportunity.