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.

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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, Monday thru Friday (Except Holidays)
• Number of incidents: unlimited
• Software Updates: Service packs, software updates and product releases
• Priced at 15% of Software MSRP, min $379. Multi-year plans available at a discounted rate

 

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Extended Support Plan

This covers NET SatisFAXtion Carrier / Provider editions. 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 (Except Holidays)
• Email-based support response from an Engineer, guaranteed within one hour
• Priced at 25% of Software MSRP, min $499. Multi-year plans available at a discounted rate

 

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24x7 Support Plan

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.

• Includes all features of the Standard Support and Extended Support Plans
• Expedited 24x7 Support: 365 days a year, including holidays and weekends for down and critical issues
• Ticket Priority: Highest - guaranteed call back from a support engineer within 30 minutes
• Priced at 29% of Software MSRP, min $599. Multi-year plans available at a discounted rate

* 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.

 

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Premium Annual AudioCodes Hardware Support

Comprehensive support of AudioCodes media gateway devices used for fax communications. 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 purchased in conjunction with FaxBack's Software Support Plan
• Priced at 7% of hardware MSRP.  Multi-year plans available at a discounted rate