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Support
FAQ
| © Copyright 2007 ToneTel Telecom | Email Webmaster |
Q
How
do I pay for Remote Technical Support Services?
A
Payment can be made by Cheque
or Bank Transfer.
Normally
payment will need to be made before remote support commences (we will send you a
proforma invoice), in some circumstances this requirement will be waived at our
discretion for urgent fault response (subject to a signed purchase order) or if
a trade client of ours has asked us to assist you urgently.
Remote Support invoices are payable within 7 days, accounts overdue may
cause a postponement of remote support services and will normally result in the
need for future support services being paid in advance.
If you have been referred to us by another communications supplier, in some circumstances they may have built a few hours of technical support into your order so ensure they have informed us so we can add your company to their account
Q
What
is the Minimum Amount I can spend?
A Normally from £35.00
£35.00 for single session
remote support for us to deal with a single issue or undertake one session of
remote programming (maximum time of 1-hour). For
installation support the minimum is normally £105.00 for 3-hours support (held
on account).
Q
What
Remote Technical Support Services do you offer?
A
We can provide technical assistance with faults or problems, provide installation and/or programming configuration help plus a remote programming service (where applicable).
Telephone Systems currently available for Remote and/or Technical Support:
We occasionally provide services on other manufacturer equipment including Agfeo and Avaya.
Q
Can
you supply Manuals or Technical Documents?
A We do on occasion, but we are not a resource for technical documents or CDs.
ToneTel Telecom will only normally provide technical document such as manuals if you have purchased installation support and are missing important documents – these will normally be sent by email, a charge may be made if you require them on CD.
Your equipment supplier is responsible for supplying you with the correct documentation and/or system software.
If you are unsure of what documents and/or software you may need, please check with us in advance as not all documents etc can be copied onto disc for legal reasons, we will not supply system programming manuals, software or firmware unless we have been authorised by the manufacturer or it is needed to replace a corrupted version. We will not violate copyright legislation on copying system technical CDs unless we have been authorised by the manufacturer to produce customer copies.
Q
How
fast a response will I receive for Email Support?
A Often within a few hours, almost always within 12-24 hours.
Email response times are not currently guaranteed but you will usually receive a response within 12-24 hours, often a lot sooner.
Support
emails are monitored out of working hours and at weekends also.
Please note some requests for support may need emulation testing, where this is required – response times will be delayed but we will keep you informed of progress.
Email
support request should be sent to support@tonetel.co.uk
Q
How
do I arrange Telephone Support ?
A
Whilst we will always endeavour to immediately answer quick questions by telephone, if you require a block of telephone support time – this needs to be booked in advance to ensure trained resources are available to help you in much the same way as trained staff are booked for an onsite visit.
Please Note: Telephone support often takes twice as long (and hence costs twice as much) as the time needed for ToneTel Telecom to directly edit configuration files or remote access your phone system. Phone support is normally only provided to trained engineers or persons who can demonstrate a high level of competence and knowledge with the system programming. We do not normally provide phone support to inexperienced users or to persons who are not familiar with system programming.
Phone support is not a replacement for an NEC technical course, it is not normally possible to 'learn the system' by spending a few hours on the phone with us as we try to talk you through a configuration.
ToneTel Telecom will on some occasions initiate the outgoing telephone call where required, this will normally result in a surcharge calculation of approximately 20% in the support hours logged for the call.
ToneTel Telecom will not initiate outgoing telephone calls to 0870 numbers, 070 Personal Numbers, 09 Premium Rate Number, International Numbers or Mobile phones due to the high costs of calling these numbers, the restriction on calling mobiles may be waived in some circumstances subject to a higher surcharge calculation (normally around 40%) in the Support Hours logged for the call.
Telephone Support Numbers: 01483 578456 or 01483 604767
SIP Number: 845865@draytel.org
Other contact numbers (including mobiles and Skype etc) may be provided in
some circumstances.
Q
What
Live Support do you offer?
A
Live
support is normally provided by pre-booked telephone support.
You
can call us for free if you subscribe to the Draytel.org VoIP (SIP) service or a
VoIP provider with a SIP service that allow calls to the Draytel network.
Q
How
can you Remote Access my Phone System?
A
We can provide advice on whether your phone system is suitable for remote access connection and how to prepare it, where direct remote access is not available, we can advise on other utilities & methods that will allow us to remote access a site PC that is linked to the phone system.
Please note – it is not possible to directly remote access all phone systems that we support, in these cases we will provide technical programming help or offline configuration file amendment.
Q
What
is ‘Configuration Amend & Return’?
A
This service allows us to amend a phone system configuration file that you email us with the required configuration edits/build and then return it to you for upload to your phone system.
This
is a very popular option for sites where a remote access connection is not
possible or where system administrators/Comms companies wish to keep site
connection information confidential.
Q
What
information do you need to build my system configuration?
A As much as you can provide us with
As much as possible about the configuration area we are working on for you, we will prompt you for details that are missing, the more thorough the information you provide us with – the less support hours will be logged against you account and the quicker we can get on with building your applications.
You will find a number of useful worksheets at at the Documents page.
Q
What
the difference between Single Session Remote Support & Account Support
Time/Block Hours?
A
Single Session Remote Technical
Support
Single
Session (1-Hour) technical support is available for resolution of a single issue
by technical advice or remote programming (not exceeding 1-hour), requests for
support on additional issues will not be responded to until further support time
is purchased.
Account Support Time/Block
Hours
Block Hours (3-Hours plus) technical support is available for where support time needs to be held on account (AST - Account Support Time) to provide continued technical support, support hours not utilised are non-refundable, AST hours are held open on account for 6-months from payment date (unless otherwise agreed in writing). Any time utilised by ToneTel Telecom engineers on emulating or researching applications is logged against total AST.
Q
How
long do purchased Remote Support Hours stay active?
A Normally 6-months from purchase date
Normally (unless otherwise agreed), Account Support Time (AST) purchased is active for 6-months from payment date.
Account Support Hours not utilised are not normally refundable.
Q
Who
will ToneTel Telecom provide Technical Support Services to?
A
ToneTel Telecom provide technical support to:
System
Owners/End-Users (including those referred to us by other communications
suppliers and partners).
Other
communications companies and/or engineers requiring specialist support
with their clients
Software/Equipment
developers who wish to integrate their solutions with phone systems but
are struggling to get direct interest or support from the manufacturer.
In some cases this may be provided free of charge if the product is
of mutually beneficial interest to us for supply to our customers.
Q
What
is a Pre-Configuration File?
A
This is a initial configuration file built by us to your requirements, it is ideal for users struggling to get their phone system working how they need it to or who do not have the time to read all the manuals and build their own configuration from scratch.
We
can provide advisory support, questions and documents to help you get your
requirements listed so we can build your configuration file.
Q
How
do I get free remote technical support?
A
Free
technical support is limited to the following (this list is not exhaustive and
is not applicable to all circumstances listed below, contact us to discuss your
situation if you think you can apply):
ToneTel
Telecom maintained customers. PAYG
(Pay As You Go) registered customers receive limited basic free support with
phone system user features.
Customers
who have had their phone system installed by ToneTel Telecom receive
6-months email support with phone system features and/or administration.
Software
developers who have a product or software program in development that may be
of benefit to our customers and that will be available
on release to ToneTel Telecom (discussion will be needed in advance to
ascertain if the program is unique etc).
Telecoms
equipment manufacturers who have an ‘Add-on’ product that may be of
benefit to our customers and that will be available on release to ToneTel
Telecom (discussion will be needed in advance to ascertain if the product is
unique in the market).
Customers
who have been referred by a communication equipment supplier who has
provided a few hours support time with the order.
They will normally inform us in advance and we will arrange to
invoice your supplier direct.
Interesting
Case Studies – we may consider providing limited free support to customers
willing to provide referrals and/or be a case study for ToneTel Telecom
technical services.
Trial
Sites – customer who have arrange to trial an new or untested application
live may receive limited free technical support as part of a trial feedback
program.
Communications
partners and trade customers of ToneTel Telecom receive limited free
technical support with their customer solutions and propositions.