Cloud One Limited ("Cloud One") offers Managed Services & Annual Support Contract (ASC) to its customers,The services provided and the policies under which the services are rendered are described in this document.

Cloud One Support is offered for the Phone System with the latest service pack(s) applied. Support is available via a ticketing system and phone with Unlimited Support Tickets for the duration of the active subscriptions (End User).

End User Managed Service & Annual Support Contract Package

The Cloud One Support package is suitable for assisting the End User to use the Phone System. Cloud One takes care of All Technical Support Issues, This does not include training & consulting services  

Before you contact support, make sure you first check the online material provided on the website regarding User Training & How to use the IP Phone  . Most probably your answer is there:

What is Included

• Configuring the Phone System and questions in relation to its operation based on the 3CX Admin Guide or Yeastar Admin Guide while using supported Hardware or Virtualization platforms
• Configuration of supported endpoints with the defined functionality within.
• All the above is done USING THE STANDARD PROVISIONED TEMPLATE
• Analysis of SIP logs in case of interoperability issues (Only for supported VoIP providers, IP Phones or Gateways)
• In the case of unsupported VoIP Providers, a check will be performed if Phone System is correctly set up. If an unsupported VoIP Provider is being used, setup, debugging or general questions in regards to the VoIP Provider can not be answered.
• Analysis of Tunneled and Bridge connection to the Phone System excluding network routing and firewall configuration

Remote Sessions will be offered by the case managing agent on his/her own discretion and can not be requested. For remote sessions, Teamviewer or Cloud One’s own web conferencing platform will solely be used. During the support case logs and traces (Wireshark in the case of audio issues) may be requested in order to be able to assist. Those must be collected or generated by the requestor based on provided instructions.

• Support for unsupported SIP Phones & Headsets
• Support for IP Phones that are not configured using the Phone System Provisioning templates and/or not running the advised firmware.
• Support for VoIP Gateways that are not configured using the Phone System Provisioning templates and/or not running the advised firmware
• Support for VoIP Gateways unless 3rd Party SIP Trunk Support is purchased
• Help in configuring your firewall or network routing.
• Configuration of options in phones beyond the provisioned templates.
• Support for unsupported VoIP Providers ie Safaricom, Airtel , Telkom , JTL unless 3rd Party SIP Trunk Support is purchased
• These items involve 3rd party products and networks outside the control of Cloud One.

• No more than one issue per ticket
• A detailed description of the issue
• Date / time / IPs and phone numbers involved

Cloud One’s SLA is set to 4 hours after ticket creation is handled within office hours , 8 hours after office hours & 48 hours for weekends and public holidays. Conference calls with 3rd parties are not included. Calls can only be held between Cloud One and the policyholder. Cloud One will not contact any 3rd party on behalf of the policyholder.

Cloud One provides support in English

Sharing support contact information to external parties is not permitted and will result in the immediate termination of the support subscription.

Limited warranty
Cloud One warrants warrants that the support services will be performed in a workmanlike manner in accordance with industry standards. Cloud One makes no other warranty, express or implied, with respect to the subject matter of this support and support contract, including, but not limited to, any implied warranty of merchantability or fitness for a particular purpose or any other warranty of any kind respecting any support services performed hereunder or any materials furnished hereunder.

Limitation of liability
The cumulative liability of cloud one to customer for all claims arising under or related to this support contract, whether in contract, tort or otherwise, shall not exceed the support fees paid to Cloud One within the prior 3 months. In no event will Cloud One be liable to customer for damages for loss of data, lost profits, or other indirect, special, incidental or consequential damages arising out of this agreement, even if Cloud One has been advised of the possibility of such damages, or for any claim by any third party. The foregoing limitation of liability and exclusion of certain damages shall apply regardless of the success or effectiveness of other remedies.