Thank you for using our Voicenetpulse support services. As a paid service, you must purchase support before you are able to submit a ticket. You must provide direct SSH access into the PBX. We can use screen sharing software, remote desktop or VPN clients. We generally cannot offer Support on how to open ports on your firewall and you will need to work with your IT Administrator to accomplish this.
Our normal business hours are 8:00AM – 8:00PM EST Monday through Friday excluding all Canadian Federal Holidays. If you request support outside of these normal business hours and we are able to accommodate your request there will be a 40% upcharge on your points used. To request after hours support, please select After-Hours in priority field of the ticket.
All support requests must be started with a support ticket at support.voicenetpulse.com
using the same login account that you use in Voicenetpulse customer portal. Once a ticket has been created you will have the ability to call into our Technical Support and reference your ticket number to talk with one of our Voice Engineer assigned to your ticket.
Without an active ticket number you will not have access to a support engineer.
When a support ticket is opened it starts at the Standard Support level.
Our services are purchased as support “hours”. All work related to the ticket including responses, are billed in 15 min increments. For support service, we charge you for the time taken including reviewing your request, sending out responses and asking for more information on a ticket or reviewing your setup and system.
Any unused points remain in your account for you to use at a later date until they expire. The 10 hour packs are good for one year, the 5 hour packs are good for 6 months, 2 hour packs must be used within 3 months.
All purchases for Support are non-refundable regardless of how many points have been used and will expire as outlined above.
SLA and Response times.
We use all reasonable efforts to respond to support inquiries, under normal business conditions, within 5 business days but no guarantee is made to this. For customers who need guaranteed
SLA response times or after hours support please consider purchasing a support Contract package for your Phone Systems by contacting our sales team at sales@voicenetpulse.com
THIS AGREEMENT AND ANY ATTACHMENTS AND ADDENDA CONSTITUTE THE ENTIRE UNDERSTANDING BETWEEN THE PARTIES WITH RESPECT TO THE SUBJECT MATTER HEREOF.
THERE ARE NO REPRESENTATIONS, PROMISES, WARRANTIES OR UNDERSTANDINGS RELIED UPON BY END USER THAT ARE NOT CONTAINED HEREIN
If any provision of this Agreement or the application of such provision to any person, entity, or circumstance is found invalid or unenforceable by a court of competent jurisdiction, such determination shall not affect the other provisions of this Agreement and all other provisions of this Agreement shall be deemed valid and enforceable. Any provision deemed unenforceable shall automatically be revised with the least changes necessary to effect, to the fullest extent permitted by law, the intent of the parties as set forth in this Agreement.
Voicenetpulse Telecom Inc. RESERVES THE RIGHT, AT OUR SOLE DISCRETION, TO CHANGE, MODIFY OR OTHERWISE ALTER THIS END USER AGREEMENT AT ANY TIME. YOU CAN FIND THE MOST RECENT VERSION AT OUR WEBSITE SUCH MODIFICATIONS SHALL BECOME EFFECTIVE IMMEDIATELY UPON POSTING TO OUR WEBSITE.
