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Support options

Aculab offers a range of support options, view the details below.

Support summary

  Aculab
Cloud
GroomerII / GIII gateway
support
ApplianX
support
Prosody X/S
support
Support feature        
Technical support covering API (note 1), installation, configuration and deployment issues        
Software maintenance        
Response time        
Response time within 8 business hours Optional      
Response time within 4 business hours (8x5) Optional      
Support incidents        
Up to 12 incidents Optional      
Unlimited incidents Optional      
Escalation process        
GroomerII and GIII gateway training        
Optional extras        
Purchase additional incidents        
Option to extend to 24x7 support        
Standalone services available from Aculab        
Order annually Annually or monthly      

 

Note 1: does not apply to GroomerII, GIII gateway and ApplianX gateways.

 

Bespoke support

In addition to the above options, a bespoke support agreement can be provided for any Aculab product, for detail see below.

Support details

  • Aculab Cloud offers a range of technical support options 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 via your Account Manager.

    Developer support (free)

    Developer support is specifically intended to enable low-cost, low-commitment test and evaluation of Aculab Cloud. It provides a number of facilities free of charge during your development:

    • Access to online documentation and quickstart guides
    • Ability to contact Aculab support via email
    • Bug reporting

    We would expect the following support case types to be handled through our free email and web-based support:-

    • Request for general information concerning Aculab Cloud - refer to the cloud documentation area of the website
    • Guidance on how to write an application - refer to quick start guides and documentation
    • If the answer to your query cannot be found on the website please email Aculab Cloud support, providing as much detail on your support case as possible This email address is being protected from spambots. You need JavaScript enabled to view it.
    • Bug reporting, email This email address is being protected from spambots. You need JavaScript enabled to view it.

    Paid support options

    If you are looking for a higher level of support with guaranteed response times, you should consider an Aculab Cloud support contract, which offers direct access to our support team's expertise and faster response times. We tailor the contract to your particular needs.

    In addition to the free web-based and email support, the Aculab Cloud support contracts can also provide:-

    • Guaranteed response times, within 8 or 4 business hours (8x5) for telephone and email support requests
    • Extended, 24 x 7 support for emergencies/service interruption (with four hours response time)
    • Ability to purchase additional, stand-alone services available from Aculab
    • Access to Aculab's change request (RFC) process to request new functionality (note that additional charges may apply for the functionality developed).
    • Rolling one-year agreement or pay monthly

    Contact us now to discuss your specific support requirements.

    Professional services

    Aculab Professional Services consultants are all highly-skilled and experienced developers; we pride ourselves on our design and programming abilities and our comprehensive knowledge of Aculab Cloud, Python and .NET programming languages.

    We are available to undertake development work on your behalf, we have a proven track-record in producing effective, efficient and robust software in short timescales.

    Design and/or write your telephony application

    Our Aculab Cloud development specialists will work with you to identify the work flows that your telephony application is seeking to address and make recommendations on how an Aculab Cloud-based application can best address them.

    Port or reproduce an existing application

    If you are simply looking to provide a cloud-based deployment option for an existing application, our technical consultants can help specify how to replicate what you have as an Aculab Cloud app - we'd be happy to undertake the coding work too.

    Test your application

    Aculab Cloud presents an excellent test bed for your application. We can help develop a finely tuned application to test critical aspects of your application including load testing.

  • Support contract: Aculab GroomerII and GIII gateway

    GroomerII/GIII gateway 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 and GIII gateway deployments.

    The following is a summary of Aculab’s GroomerII and GIII gateway support agreements:

    • 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

    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 and GIII gateway 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/GIII gateway products. Multiple GroomerII/GIII gateways 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. In order to ensure continuity of support, a purchase order needs to be submitted annually.

    Contact your Account Manager for more details

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

    Terms and conditions

    Full terms and conditions are set out in the GroomerII and GIII gateway support agreements, available from your Account Manager.

    Contact us now to discuss your specific support requirements and for information about purchasing Aculab’s GroomerII/GIII gateway 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 AP 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

    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. In order to ensure continuity of support, a purchase order needs to be submitted annually.

    Contact your Account Manager for more details

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

    Terms and conditions

    Full terms and conditions are set out in the ApplianX Support Agreement, available from your Account Manager.

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

  • Support contract: Prosody X/S technical support

    Prosody X/S support offers access to Aculab’s support team’s expertise for your products based on Aculab's Prosody media processing hardware and software and SS7/SIGTRAN signalling software. The following is a summary of the Aculab Prosody X/S 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

    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. In order to ensure continuity of support, a purchase order needs to be submitted annually.

    Contact your Account Manager for more details

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

    Terms and conditions

    Full terms and conditions are set out in the Aculab technical support agreement, available from your Account Manager.

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

  • Support contract: Bespoke support

    Bespoke support offers access to Aculab’s support team’s expertise for any Aculab product, tailored to your support needs. The following is a summary of the Aculab bespoke support agreement:

    • Available for all Aculab products
    • Technical support covering agreed items, for example: API, installation, configuration, deployment, and warranty issues
    • Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
    • Customised response time within business hours
    • Customised 24x7 support
    • Unlimited incidents per year
    • Enhanced escalation process with nominated contacts
    • Incorporating agreed additional, stand-alone services available from Aculab
    • Requires signed contract

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