Support policies
Free tech support policy
Premise PBX
Phone system kits consisting of a chassis, power supply, and minimum of 3 phones qualifies for free 60-days of our basic support plan.
Cloud PBX
Free unlimited tech support for the duration of the NEC Univerge Blue account.
For Engage Advanced & Engage Complete, please call for setup and support pricing.
For Engage Advanced & Engage Complete, please call for setup and support pricing.
SIP Trunks
Free unlimited tech support for the duration of the Intermedia SIP Trunk account, when ordered through My Tel Pros.
PAYGo (pay-as-you-go) tech support policy
- Billed in blocks of 15-minute increments.
- 1-on-1 support with a certified technician.
- Includes live/phone support and remote programming.
- A verified credit card must be supplied before support is provided.
- Support time can be accumulated over multiple calls in one day.
- Support time cannot be carried over to another day.
- Any and all accumulated blocks of time are billed out at the end of each day.
- Rates are based on the level of support required (basic or advanced). Please see below for plan details.
- Applies to Premise PBX systems only.
- Please call for PAYGo support rates.
Premise PBX support plans
Basic Support
Advanced Support
Basic Support
Basic support plan
Basic support plan covers most phone system applications, programming, and troubleshooting
60-Day basic support plan is included FREE with our premise PBX phone systems!
Includes remote programming & phone support
Includes remote programming and live/phone support. All you need is an internet connection and we'll remotely connect to the system and make any changes for you!
What's included?
- PCPro/WebPro support
- Digital & analog phone programming
- Voicemail, auto-attendant setup, on-hold messaging
- CO lines, T1/PRI (NI2)
- General troubleshooting
- My Tel Pros SIP Trunks
- VoIP phones (on local LAN network)
- Voicemail to email
- Remote programming & live/phone support
Advanced Support
Advanced support plan
Advanced support plan covers more extensive networking and license applications
What's included?
- Everything from basic support plan
- SIP trunks from carriers other than My Tel Pros
- T1/PRI (non NI2)
- Remote VoIP phones, ML440, AP20 Access Points
- Call logging or line recording applications
License support
- SL-NET, InControl, ACD, Contact Center, InUC, Desktop Suite, Call Analyst, U-Mobility, 3rd Party CTI, 3rd Party SIP Station, Hotel PMS Integration
Programming/troubleshooting
- Programming via a phone handset
- Troubleshooting networks and network/ISP equipment for voicemail to email applications
- Configuring or troubleshooting any customer networks or network/ISP equipment
