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Questions re: Trixbox purchased support

jahammel68
Posts: 11
 Member Since:
2008-09-03
Submitted by jahammel68 on Tue, 12/30/2008 - 10:52am.

Good day-
I work for a company that provides IT support to SMBs who can't afford a full time IT person. We recently started working with a customer that has Trixbox CE (2.2, I believe) with asterisk/freepbx, hudlite. Our team has minimal experience with Linux and zero experience with Trixbox. Would anyone out there recommend we suggest the customer purchase the Trixbox support for a year as a support tool that we could use to better support them, or should we take the easy way out and say that we can't provide the support they need? Thus far (>8 weeks now) we have run in to several requests and issues with the phone system (I know - very general statement) and finding minimal support at best on the web. Also, will the Trixbox support also include freepbx and/or hudlite? I'm open to any suggestions from anyone that has been in this situation as we're ultimately trying to do what's best for the end customer. Thanks in advance for any input you might have...jeff

BTW - the original installer of the Trixbox and the customer have all but parted ways, so they are not really an option for the customer.

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cbrickner
Posts: 188
 Member Since:
2008-07-18
trixbox Support does support
Tue, 12/30/2008 - 11:47am

trixbox Support does support FreePBX on older versions of trixbox CE. There may be some cases though that we would recommend to upgrade to the latest trixbox, though this would result in starting over from scratch because the backups aren't usually compatible with other versions.

However, for the most part, we try to fix with what you have. You should also know that with annual support, it can be more limited. Such as the phones we support (Polycom, Aastra) as well as we can only help with issues trixbox CE is designed to do out of the box. Anything custom related, you would have to purchase hourly support.

We also do support Hudlite & Hudlite server. However, if Hudlite has an issue or a known bug, then we can only support up until that issue. At least until HUD3 comes around.

We do require SSH root access as most support services asterisk related do.

More support agreement information can also be found here:
http://www.trixbox.com/about-us/support-agreement

If you have any other questions regarding our support, then please feel free to let me know.

--

Charles Brickner
trixbox CE Support Engineer

trixbox.org/support


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jahammel68
Posts: 11
 Member Since:
2008-09-03
Linksys phones supported?
Tue, 12/30/2008 - 11:59am

Thanks for the reply, cbrickner. The customer has Linksys IP phones (sorry - not sure of models at this time). You identified Polycom and Aastra in your response above. Does this mean Linksys phones are not suppoted? I'm guessing we shouldn't need support on the phones as much we we'd need to know how to do certain things (issues / requests we're having now are: hudlite on client end keeps losing connection with phone system, trying to change autoattendant .wav files and prompts (press 1 for this, 2 for this, etc.) and accomodating turnover such as moving phones/extension, creating new ones, changing DID incoming routing.

Thanks again for any input if there is any...jeff


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cbrickner
Posts: 188
 Member Since:
2008-07-18
Other than the Linksys
Tue, 12/30/2008 - 1:20pm

Other than the Linksys phones, we can help support all those questions. Because we don't support Linksys phones, doesn't mean we wont help you provision it either. It simply means that if you experience any kind of connectivity issue with the phone or echo, we are simply just limited on how we can help you.

--

Charles Brickner
trixbox CE Support Engineer

trixbox.org/support


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jahammel68
Posts: 11
 Member Since:
2008-09-03
Time limits in CE / Annual support?
Thu, 01/08/2009 - 4:37pm

A couple more questions, and I'm not sure if this would be better handled via phone call. Please let me know if I should call instead of doing this over forum.
(1) If the end customer purchases the support, will our team (their outsourced IT dept.) be able to open support calls? Or should we, their IT support team, purchase the support? If we purchase it, is the support contract transferrable to them (end customer) if they kick us out the door?

(2) I see time limits to 1 hr and 2 hr for certain things. I don't want to purchase annual support and find that we can only use 1 hour for this and 2 hours for that. Do you have any input on that? FYI - the system has been up for about 6 months. There are still some minor quality issues, but in general it's basic admin stuff like changing the IVR (auto attendant?) and extensions. The customer had about 15 internal employees, and, due to market downturn, are down to 6 or 8 internal extensions. They've been asking us for months to change the IVR/auto attendant and also names on phones. We think we've done it, but when placing test calls it's obvious we're missing things.

Thanks, once again, for your time if you have any input on the above...


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