Want help from our experienced trixbox support team?
Whether you are deploying trixbox CE or trixbox Pro, we have the professional support packages for you. Our support team, built over the last four years, processes over 2,000 calls and 10,000 emails per month and will efficiently help to resolve your issue.
Support Hours
- 24/7 emergency support for system down for trixbox Pro1
- Standard Support: M-F 8:00AM - 5:00PM Pacific Time (15:00-0:00 GMT)
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What Does Support Cover?
trixbox Support coverage varies based on which version of trixbox you're running, which support plan you choose and what hardware you on. Please refer to support matrix below. For detailed coverage information, refer to support agreement and terms and conditions.
|
trixbox CE |
trixbox Pro |
|
Hourly |
Annual |
Annual |
| Emergency Support |
|
|
|
| 24×7 Proactive Monitoring |
No |
No |
Yes |
| 24×7 Emergency Support |
No |
No |
Yes1 |
| Configuration File Backup/Restore |
No |
No |
Yes |
| Initial Configuration |
|
|
|
| Installation & Administration Help |
Yes |
1 hr |
1 hr |
| FreePBX & HUDlite Configuration |
Yes |
Yes |
n/a |
| Assistance with Updates/Upgrades |
Yes |
Yes |
Yes |
| Setup of Dial Plans & Trunks |
Yes |
Yes |
Yes |
| Fax Configuration |
Yes |
2 hr3 |
No |
| Hardware & Network Support |
|
|
|
| Platinum Certified Hardware Used |
Yes |
Yes |
Yes |
| Gold Certified Hardware Used3 |
Yes |
2 hr4 |
2 hr4 |
| Uncertified Hardware Used3 |
Yes |
No |
No |
| Network Configuration Guidance |
Yes |
2 hr4 |
2 hr4 |
| Configuration of Remote Phones3 |
Yes |
Yes |
Yes |
| Configuration of Office Phones3 |
Yes |
Yes |
Yes |
| T1/PRI and Analog Interface Cards3 |
Yes |
Yes |
Yes |
| Maintenance & Troubleshooting |
|
|
|
| Automatic Code Updates |
No |
No |
Yes5 |
| General Troubleshooting (Platinum) |
Yes |
2 hr3 |
2 hr3 |
| General Troubleshooting (Gold) |
Yes |
1 hr3 |
1 hr3 |
| Echo Troubleshooting |
Yes |
Yes4 |
Yes4 |
| Developer Support |
Yes |
No |
No |
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1Requires server registration and a current support plan.
2Problem resolution may require upgrade to Platinum Certified hardware.
3Max support time per incident.
4Hardware echo cancellation required.
5SE includes semi-automatic updates while EE and CCE include automatic updates
* Please reference terms and conditions and support agreement for detailed legal information.
