Support
Halo Kwadrat has a team of experienced engineers with in depth knowledge of products distributed by Halo Kwadrat (Patton, Sangoma, 3CX, TelcoBridges) and Open Source projects such as Asterisk, FreeSwitch, Kamailio, Yate. We Free support to our customers, as well as partly success based support and SLA based support.
Introduction
Our engineers have hands on experience in developing and implementing large enterprise pbx systems, call centers, ss7 enabled carrier switches. Halo Kwadrat suport is clearly structured and constantly monitored for quality. Our ability to support you through free or paid support will give you confidence that you will not be left alone with a major problem.We have prepared 5 distinct support packages to suit various needs and give you the ability to choose the best option for your business.
Brief Desctiption of Support Packages
Name |
Description |
| H2S Free | Free best effort support with 3 day response time for products bought from Halo Kwadrat within last 3 months. Remote only. |
| H2S Flexible | Partly hourly support and partly sucess based with capped Failure fee and Success Fee. 1 day response time. Working days 8:00-18:00. |
| H2S Pro | Subscription and hourly charged best effort support with 4h response time for critical issues. Working hours only. Remote only. |
| H2S Pro 24 | Subscription and hourly charged best effort support with 4h response time for critical issues. Available 24/7/365. Remote only. |
| H2S Start | Best effort per day charged Onsite Support. Best effort response time. |
H2S Support Costs [EUR]
|
Pakiet |
Monthly |
Hour |
Max SF* |
Max FF** |
| H2S Free | 0 | 0 | 0 | 0 |
| H2S Flexible | 0 | 50 | 500 | 125 |
| Monthly | Hour | Free Hours |
||
| H2S Pro | 390 | 50 | 2 | |
| H2S Pro24 | 650 | 50 | 2 | |
| Day | Additional Cost | |||
| H2S Onsite | 1280 | Travel&Lodging |
**Maximum support cost if support successful
Extended Package Descriptions
H2S Free Overview
H2S free support is a product freely available to all Halo Kwadrat customers. The main purpose of the product is to assist our resellers in deployment of their Patton, Sangoma or 3CX products with confidence even if not everything goes according to plan. With an a sizeable engineering team that is second to none, the quality of our support distinguishes us from other distributors.H2S Parameters
Support Type: Best Effort, Remote
Support Cost: Free
Supported Products: Sangoma PCI Cards, Patton SmartNode Gateways, 3CX IP PBX Software, TelcoBridges TMG Media Gateways.
Support Availability: Within 3 months of item purchase
Reaction Time: 3 working days
Important Limitations: H2S Free support is not a substitute for customer installations. H2S Free is available for concrete problems relating with hardware or software sold to our customer. Unless otherwise decided by H2S Team, H2S Free will not solve problems that relate to peripheral equipment or installation issues.
Getting Support
If you have an account an account in TIP (sales portal) use the same user name and password to login to http://support.halokwadrat.pl
If you do not have an account in TIP or you can not login to our support portal please contact your Account Manager to create account.
H2S Flexible Product Description
H2S Flexible Overview
H2S Flexible gives you the ability to obtain support for issues that relate to supported product matrix irrespective of when and where your products were bought. In addition to supporting products sold by Halo Kwadrat H2S Flexible means you can obtain support for Asterisk, sipXecs and FreeSWITCH related problems.We have structured the cost of H2S Flexible in such way that when a problem is simple and solved quickly you pay a per hour fee, if the problem is complex the cost becomes a sucess fee thus significantly lowering your cost if we do not manage to solve the problem and putting a limit on how much you pay if we do solve the problem.
H2S Flexible Parameters
Support Type: Best Effort, Remote
Support Cost:
Case 1: solving a problem takes up to 5 hours, you will be charged at per hour rate of 50 EUR.
Case 2: solving a problem takes more then 5 hours. You will get a preliminary report after 5 yours and you will be asked to confirm that you agree to move to a success fee based scenario.
If you decline then you will be charged 125 EUR for the work already done.
If you accept then you will be charged:
500 EUR if we solve the problem.
125 EUR if we still can not solve the problem.
Supported Products: Sangoma PCI Cards, Patton SmartNode Gateways, 3CX IP PBX Software, TelcoBridges TMG Media Gateways, Asterisk, sipXecs, FreeSWITCH.
Support Availability: Freely Available
Reaction Time: 1 working day from accepted order.
Important Notes: Solving a problem might also mean an accurate diagnosis. For example: broken hardware, hardware incompatibility, inherent software error. If customer declines to pay for H2S Flexible support he will simply not be able to obtain support from Halo Kwadrat in the future.
Getting Support
To obtain H2S Flexible support contact your Account Manager or H2S Product Manager. You will have to confirm that you agree to H2S Flexible Terms and Conditions before obtaining support.
H2S PRO Product Description
H2S PRO OverviewH2S PRO is designed for Integrators and Solution Providers whose instalations are based on supported product matrix and who require confidence in rapid response time and focus on problem resolution.
H2S PRO gurantees 4 working hours response time for critical problems during working time (MON - FRI 8:00 - 18:00).
Customers with H2S PRO pay a monthly subscription fee but once the subscription is in place their tickets are treated with high priority and go directly to engineers bypassing Sales.
Support is charged by hour but since the subscription can be terminated at any time we are focused on delivering high quality service in order to keep the subscription in place.
H2S Parameters
Support Type: Best Effort, Remote
Support Cost: Monthly Fee: 390 EUR (2h support included), hourly fee 50EUR.
Supported Products Matrix: Sangoma PCI Cards, Patton SmartNode Gateways, 3CX IP PBX Software, TelcoBridges TMG Media Gateways, Asterisk, sipXecs, FreeSWITCH.
Support Availability: with contract in place
Reaction Time: MON - FRI 8:00 - 18:00, 4h critical tickets, NBD other tickets
Important Notes: Critical tickets are defined as situations in which customer system has a problem which renders it unusable.
Getting Support
To obtain H2S PRO 24 support contact your Account Manager or H2S Product Manager. You will have to confirm that you agree to H2S PRO Terms and Conditions and pay initial subscription fee before obtaining support.
H2S PRO 24 Product Description
H2S PRO 24 OverviewH2S PRO 24 is exactly the same as H2SPRO except that support and reaction time is guranteed 24/7/365. H2SPRO is designed for Integrators and Solution Providers whose mission critical instalations that are based on supported product matrix and who require confidence in rapid response time around the clock.
H2S PRO 24 gurantees 4 working hours response time for critical problems and NBD for all other tickets.
Customers with H2S PRO 24 pay a monthly subscription fee but once the subscription is in place their tickets are treated with high priority and go directly to engineers bypassing Sales. Ticket entered with value critical at any time of the day or night generates an alert to an engineer on stand-by prompting immediate response.
Support is charged by hour but since the subscription can be terminated at any time we are focused on delivering high quality service in order to keep the subscription in place.
H2S PRO 24 Parameters
Support Type: Best Effort, Remote
Support Cost: Monthly Fee: 650 EUR (2h support included), hourly fee 50EUR.
Supported Products Matrix: Sangoma PCI Cards, Patton SmartNode Gateways, 3CX IP PBX Software, TelcoBridges TMG Media Gateways, Asterisk, sipXecs, FreeSWITCH.
Support Availability: with contract in place
Reaction Time: 24/7/365 - 4h critical tickets, NBD other tickets
Important Notes: Critical tickets are defined as situations in which customer system has a problem which renders it unusable.
Getting Support
To obtain H2S PRO 24 support contact your Account Manager or H2S Product Manager. You will have to confirm that you agree to H2S PRO 24 Terms and Conditions and pay initial subscription fee before obtaining support.
H2S Onsite Product Description
H2S Onsite Overview
Sometimes you just have to be there. H2S Onsite is our support package that outlines the cost of bringing a Halo Kwadrat engineer to your location if remote support failed or is not possible to begin with.
H2S Parameters
Support Type: Best Effort, Onsite
Support Cost: 680 EUR per day. Minimum charge 1 day. + travel and lodging.
Supported Products Matrix: Sangoma PCI Cards, Patton SmartNode Gateways, 3CX IP PBX Software, TelcoBridges TMG Media Gateways, Asterisk, sipXecs, FreeSWITCH.
Support Availability: Contact H2S Product Manager
Reaction Time: Contact H2S Product Manager
Getting Support
To obtain H2S Onsite support contact your Account Manager or H2S Product Manager. You will have to confirm that you agree to H2S PRO Terms and Conditions before arranging support.