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ViciPhone Beta
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Standard Service Level

$50/hour - Service Level: Standard

Standard service level support is resolved in the order that they are received, after all projects with higher service levels have been resolved. See the Current Approximate Response Times chart below.

Deadline: Standard service level projects cannot have a deadline, not even a suggested/requested completion range.

Phone: Standard Service is not available for inbound or outbound phone calls. Note that an Outbound call may be made at the discretion of the technician during production, however: Inbound phone calls are not available at our Standard Service Level.

Email: Standard Service is not available for inbound or outbound email. Note that an Outbound email may be made at the discretion of the technician during production, however: Inbound email is not available at our Standard Service Level.

Support Tickets: Standard Service is provided in our Support Portal ticketing system (Redmine).

Appointments: Standard service level projects and tasks can not have a scheduled apppointment time. They are handled in the order received. If there is a reason for delay when they are ready for production, they may be delayed or they may revert to the bottom of the production line, at our discretion.

Options and General Notes which apply to all Service Levels:

  • Methods - Support can be provided by support ticket, phone, email or chat.*
  • Purpose - Training. Problem resolution. Configuration. Installation. Customization. Consultation.
  • Scheduling - Full access to the client server must be available before service may be scheduled.
  • System Access - This includes (but is not limited to) root ssh, mysql root, http (web), sip/iax and any other required access.
* Phone and Email support have limited access based on service level. See terms specific to this service level.

Approximate Support Response Times

This product was added to our catalog on Saturday 06 October, 2012.
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Poundteam Incorporated
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