Support contracts

Technical support GroomerII support ApplianX support Aculab Cloud
Support feature
Technical support covering API (note 1), installation, configuration and deployment issues
Software maintenance
Response time
Response time in business hours
Response time within four business hours (8 x 5)
Support incidents
Up to 12 incidents
Unlimited incidents
Escalation process
GroomerII training
Optional extras
Purchase additional incidents
Option to extend to 24 x 7 support for emergencies
Stand-alone services available from Aculab
Order annually Part number
034
Part number
023
Part number
051
See Cloud website
Note 1: does not apply to GroomerII and ApplianX gateways.
For details on Aculab Cloud support contracts, please view the Support options page on the Aculab Cloud website.

Support contract: Aculab technical support

Technical support offers access to Aculab’s support team’s expertise for your Aculab-based products. The following is a summary of the Aculab technical support agreement:

  • Technical support covering API, installation, configuration, deployment, and warranty issues
  • Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
  • Business hours response time for telephone and email support requests
  • Up to 12 incidents per year
  • Escalation process
  • Available for all Aculab hardware and software enabling technology products
  • Ability to purchase additional, stand-alone services available from Aculab
  • Annual renewal needed

In addition, an Aculab support agreement gives customers access to Aculab’s change request (RFC) process (note that additional charges may apply).

Purchasing information

This agreement is available to you immediately upon becoming an Aculab customer and provides technical support coverage for your Aculab enabling technology products. The agreement is not product specific and is not required to be registered against individual Aculab products. Order now using the part number specified below. In order to ensure continuity of support, a purchase order needs to be submitted annually.

Part number: 034 – order now via your Account Manager

Once your order is processed, you will receive a welcome pack from our support team, confirming your support entitlement.

Terms and conditions

Customers who purchase this agreement shall be deemed to have agreed with and accepted the terms and conditions set out in the Aculab technical support agreement in the same manner as if the agreement was executed in writing.

Contact us now to discuss your specific support requirements and for information about purchasing Aculab’s technical support.

Support contract: Aculab GroomerII

GroomerII support gives direct access to Aculab’s expertise, offering an assured level of responsiveness to help ensure a specific level of availability and performance for your GroomerII deployments.

The following is a summary of Aculab’s GroomerII support agreement:

  • Third level technical support covering installation, configuration, deployment, and warranty issues
  • Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
  • Response time within four business hours (8 x 5) for telephone and email support requests
  • Remote access support (if facility provided by customer)
  • Inclusive training (included free in first year price; for up to four personnel)*
  • Unlimited number of incidents
  • Escalation process
  • Ability to purchase additional, stand-alone services available from Aculab at a discount
  • Annual renewal needed

In addition, an Aculab support agreement gives customers access to Aculab’s change request (RFC) process (note that additional charges may apply).

* Having trained personnel is a prerequisite for the provision of GroomerII support and training should be received prior to or at least coincident with, your first installation.

Purchasing information

The agreement is product specific and is required to be registered against individual GroomerII products. Multiple GroomerIIs can be included in a single agreement as they are added to an accompanying schedule that is maintained by Aculab and copies of which are provided to the customer. Order now using the part number specified below. In order to ensure continuity of support, a purchase order needs to be submitted annually.

Part number: 023 – order now via your Account Manager

Once your order is processed, you will receive a welcome pack from our support team, confirming your support entitlement.

Terms and conditions

Customers who purchase this agreement shall be deemed to have agreed with and accepted the terms and conditions set out in the GroomerII support agreement in the same manner as if the agreement was executed in writing.

Contact us now to discuss your specific support requirements and for information about purchasing Aculab’s GroomerII support.

Support contract: Aculab ApplianX

ApplianX support gives direct access to Aculab’s expertise, offering an assured level of technical support for your ApplianX IP Gateway and ApplianX DPNSS-to-QSIG Gateway deployments.

The following is a summary of the Aculab’s ApplianX support agreement:

  • Third level technical support covering installation, configuration, deployment, and warranty issues
  • Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
  • Response time within four business hours (8 x 5) for telephone and email support requests
  • Remote access support (if facility provided by customer)
  • Up to 12 incidents per year
  • Escalation process
  • Ability to purchase additional, stand-alone services available from Aculab at a discount
  • Annual renewal needed

Purchasing information

The agreement is product specific and is required to be registered against individual ApplianX products. Multiple ApplianXs can be included in a single agreement as they are added to an accompanying schedule that is maintained by Aculab, copies of which are provided to the customer. Order now using the part number specified below. In order to ensure continuity of support, a purchase order needs to be submitted annually.

Part number: 051 – order now via your Account Manager

Once your order is processed, you will receive a welcome pack from our support team, confirming your support entitlement.

Terms and conditions

Customers who purchase this agreement shall be deemed to have agreed with and accepted the terms and conditions set out in the ApplianX support agreement in the same manner as if the agreement was executed in writing.

Contact us now to discuss your specific support requirements and for information about purchasing Aculab’s ApplianX support.

Support contract: Aculab Cloud

Aculab Cloud offers a range of technical support contracts with a variety of service levels designed to meet your needs and the type of Aculab Cloud account you hold.

These agreements are available to you immediately upon becoming an Aculab Cloud account holder and are available to purchase on line. Please view the Support Options page on the Aculab Cloud website for details.