Home

Fonality trixbox CE Scope of Service

Scope of Service

April 21,2009
  1. Software Upgrades and Updates

    trixbox CE Support will not be able to assist or repair any upgraded CE server or backup restored from any previous Major/Minor release of trixbox CE (for example: upgrade of 2.2.X to 2.4.X is not supported and requires 2.4.X to be installed).

    trixbox CE Support will only apply to the latest CE build and one previous maintenance release (for example: 2.6.1 and 2.6.0).

  2. Obtaining Technical Support

    Technical support (electronic and via telephone) is available Monday-Friday, 08:00 am to 05:00 pm PST/PDT (excluding holidays).

    No emergency of after-hours support is available for trixbox CE.

    Fonality will work with all paid customers who have a valid Technical Support Agreement with credit remaining at the time of contact. Customers that are without a valid Technical Support Agreement (no Agreement, Agreement not current, or no remaining hourly credits) will be instructed by the automated phone system to reinstate their Technical Support Agreement and/or purchase additional support time, at which time they can re-contact the Technical Support team. Fonality will use its best commercial efforts to support the customer's trixbox system.

    The following Technical Support options are available for your trixbox CE Server:

    1. General Knowledgebase: http://www.trixbox.org/wiki

      The trixbox CE wiki contains a wide range of information pertaining to installation, configuration, usage and maintenance of your trixbox CE server. Customers are highly encouraged to see if their technical support issues are addressed in the wiki prior to contacting Fonality's trixbox CE technical support.

    2. Submitting a service request electronically:

      You may obtain technical support by submitting a service request electronically by sending an e-mail to with your trixbox support key as the e-mail subject.

    3. Telephone: +1-888-874-9269

      Telephone support is only available during our normal hours of operations (M-F 8am - 5 pm PST/PDT).

      Emergency support is not available for trixbox CE customers.

      Telephone Support is offered only in English.

  3. Scope of Service

    Trixbox CE support is intended to provide clients with installation assistance, break/fix troubleshooting, answering general how-to questions regarding core functionality, and troubleshooting of certified hardware.

    The following services are generally included as part of the Agreement. Please see the section below outlining services and issues specifically excluded from this Agreement. Items outside of this scope of service may be provided at Fonality’s discretion by Fonality or other third party resources as consultation services at prevailing hourly rates. Fonality Support is provided on a best commercial effort basis via telephone and electronic means only. Please remember that there is no guarantee, either explicit or implied, that trixbox Support will be able to resolve any and all issues. trixbox support is offered on a 'best commercial effort' basis.

    1. System Installation and setup

      1. trixbox CE has a downloadable install guide available at: http://www.trixbox.org/wiki/trixbox-quick-install-guide

      2. Fonality will work with all paid customers who have a valid Technical Support Agreement with credit remaining at the time of contact. Customers that are without a valid Technical Support Agreement (no Agreement, Agreement not current, or no remaining hourly credits) will be instructed by the automated phone system to reinstate their Technical Support Agreement and/or purchase additional support time, at which time they can re-contact the Technical Support team. Fonality will use its best commercial efforts to support the customer's trixbox system.

      3. Fonality will work with supported customers who are experiencing installation difficulties. Fonality will use its best commercial efforts to bring the customer’s system into full working order.

    2. System Configuration

      1. Configuration of IP phones and system interoperability is provided for products currently certified by Fonality. Firmware or device driver version restrictions may apply, and additional fees may apply. Support of non-certified or other IP Phones and devices may be offered on a Best Effort basis, at Fonality's discretion.

      2. Information and suitable documentation for addition/change/removal of extensions from the system.

      3. Basic instructions for initial customer setup, or one-time reconfiguration of existing equipment, for remote telecommuter applications.

      4. Support for the maintenance of system and phone dial plan configuration for proper interoperability with local phone service dial plans.

      5. IP phone firmware upgrade instructions. Firmware upgrades may be performed by Fonality remotely when, in the opinion of Fonality Technical Support, it is appropriate to solve basic interoperability problems (additional fees may apply).

      6. Assistance in troubleshooting problems with certified IP phones and associated configuration.

      7. Remote re-configuration of phones (when possible) to address basic function concerns.

      8. Configuration for the correct Date/Time display on phones that have internal clocks.

      9. Adjustment of signaling to be compatible with loopstart, groundstart, or kewlstart signaling on analog line ports in accordance with the specifications provided to Customer from the local telephone company or other carrier / service provider. Certified interface card required.

    3. Reliability/Performance Troubleshooting (Certfied Hardware Required)

      1. Identification and commercially reasonable efforts to correct the occurrence of the following:

        1. Echo and/or degraded audio quality
        2. Slow system response
        3. System availability problems
    4. General Technical Support Issues and Guidance
      1. Guidance on configurations or applications of the trixbox CE solution for the feature/functionality that it was designed to provide.
      2. Suggestions for maximum performance, flexibility, and security as per standard trixbox CE installation.
    5. Hardware Troubleshooting and RMA

      There is no RMA support for the trixbox Community Edition software, as it is open source software. Fonality is not responsible for the hardware that trixbox CE is installed on. (This does not include any hardware warranty with the trixbox appliance)

  4. Specific Exclusions

    The following services are not included in the scope of service of Fonality’s trixbox CE support.

    Support of Out of Scope services is subject to availability AND will be provided at a premium rate. onality support services do not include the following:

    1. Manual customization of the system software or system configurations. All configuration changes must be made via the trixbox CE administrative web interface.

    2. Customization of IP Phone configurations or functionality (button programming, logos, etc).

    3. Application of the system for any purpose that it was not designed for or intended to address.

    4. Software Phone or “Softphone” configuration or troubleshooting for softphones not provided by Fonality.

    5. Configuration or troubleshooting for any non-certified IP or Analog phone.

    6. Configuration or troubleshooting of customer supplied equipment, including, but not limited to: channel banks, switches, firewalls or routers.

    7. Troubleshooting of remote telecommuter configurations that use unsupported networking hardware, firewalls, or connectivity equipment (hotel based shared DSL or internet connections, low bandwidth DSL-modems, shared cable-tv or satellite based internet connections).

    8. Troubleshooting of unsupported network hardware or firewalls, or configurations that deviate from the supported examples provided by Fonality (beyond the initial problem root cause identification).

    9. Troubleshooting or resolution of issues related to Internet access quality, bandwidth, or other issues related to Customer’s internet service providers (beyond the initial problem root cause identification).

    10. Troubleshooting or resolution of issues related to local telephone service configuration or termination, and associated customer premise wiring and data / network cabling (beyond the initial problem root cause identification).

  5. Grounds for Contract Termination by Fonality

    In addition to any material breach of the terms and conditions of this Agreement, Fonality reserves the right to terminate the contract on the following grounds:

    1. If the customer makes modifications to the system that compromises Fonality’s ability to support the system.

    2. If the customer uses tools, commands or other methods of system configuration not specifically provided by Fonality and as directed by Fonality Technical Support.

    3. If direct Secure Shell root access is not available. A support engineer must be able to directly SSH into your server. Other methods including, but not limited to, remote desktop are not supported.

    4. If the customer makes changes to any software included with the system, including, but not limited to altering the versions of Linux, Asterisk, Apache, MySQL or any other supporting libraries or packages.

    5. If the customer has intentionally attempted to add devices to the system without using the trixbox CE admin web interface.

    6. Modification of the SSH configuration of the trixbox CE server. . RSA key files and authorization rules must remain unchanged. Direct SSH access must be open during the time of support.

    7. Addition of additional kernel modules or alternations to the operating system.

    8. Installation of other custom applications, third-party products, or utilities upon the Fonality supported hardware for any reason unless explicitly directed to do so by Fonality Technical Support. At Fonality’s discretion, if the customer or their representative(s) act in an abusive or otherwise un-businesslike manner, or if the customer’s technical environment is considered otherwise unsupported.

  6. Response Time

    Fonality will use all reasonable commercial efforts to respond to support inquiries, under normal business conditions, within 4 hours. Severity will be assigned in good faith by the Fonality support team.

    Response times apply between 8AM and 5PM Pacific Time, Monday through Friday.

    Emergency support is not available for trixbox CE. Response times apply within published Fonality Business Hours for all issues.

    “Response” is defined as acknowledgement of the service request, either via electronic means or telephone (as described above), assignment of the request to an appropriate resource.