Thank you for using our FreePBX support services. As a paid service, you must purchase support before you are able to submit a ticket.

You must provide direct SSH access into the PBX. Our policy is to not use screen-sharing software, remote desktop or VPN clients due to the number of variations available. We generally can not offer support on how to open ports on your firewall and you will need to work with your Network or IT Department to accomplish this.

Our normal business hours are 8:00AM - 6:00PM CST Monday through Friday excluding all US Federal Holidays. If you request support outside of these normal business hours and we are able to accommodate your request there will be a 30% up-charge on your points used. To request after hours support, please select After-Hours in priority field of the ticket.

When a support ticket is opened it starts at the Standard Support level. If it needs to be escalated to Engineering Support you will be informed of this and will be required to give us approval in the ticket system to proceed with the escalation due to increased rates (see below).

Our services are purchased as support "points". All work related to the ticket including responses, are billed in 10 minute/point increments. For support service, we charge you for the time taken including reviewing your request, sending out responses and asking for more information on a ticket or reviewing your setup and system.

The following is a break down on the support points system:

Standard Support

1 minute of support equals 1 Support Point. For each 60 minutes spent you will use 60 point credits.

• Adds, Moves and Changes of your PBX, done through Core FreePBX Modules
• Help troubleshooting basic issues with non senior lead engineers being involved
• Configuring Digium or Sangoma PSTN Cards
• Help in setting up Phones. Please note we do not claim to be experts in all phones and offer support on phones to the best of our ability
• Upgrading FreePBX
• Basic SIP Trunking setup

Engineering Level Support

• 1 minutes of support equals 1.5 Support Point. For each 60 minutes spent you will use 90 point credits.
• Any type of Custom Development in general, including custom GUI or dial-plan development.
• Asterisk or Kernel Upgrades
• Escalation to Engineering Level for troubleshooting of issues
• Network Troubleshooting - We are not network engineers and can only provide limited support on items related to network questions or issues.

Any unused points remain in your account for you to use at a later date until they expire. The 10 hour packs are good for one year, the 5 hour packs are good for 6 months, the 1 hour must be used within 3 months.

All purchases for Support are non-refundable regardless of how many points have been used and will expire as outlined above.

SLA and Response times.

We use all reasonable commercial efforts to respond to support inquiries, under normal business conditions, within 4 hours. For customers who need guaranteed SLA response times or after hours support please email info @ schmoozecom.com to discuss different custom solutions we can tailor for your support needs.