SUPPORT END USER AGREEMENT

Thank you for using ParlaBox Support Services. To submit a ticket, you must create a free account. However, as a paid service, you must purchase paid support to get assistance on any concerns or issues outlined on your ticket.

An SSH access is required before any assistance is given and you will be responsible for providing us such access. Our policy is to not use screen-sharing software, remote desktop or VPN clients due to the number of variations available. Please ensure that you have SSH access to your PBX prior to opening a ticket for assistance. We do not offer support on how to open ports on firewalls and you will need to work with your Network or IT Department to accomplish this.

Our normal business hours are 9:00AM to 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 15% up-charge. To request after hours support, please indicate "After-Hours" on the details of the ticket.

When a support ticket is opened, it starts at the a Standard Support Level (see details below). If it needs to be escalated to Engineering Support, you will be informed of this. You will be required to give approval before any further assistance will be provided, as rates may increase. You may indicate your approval on the ticket correspondence in your account.

Our services are purchased based on support points and the type of support you have selected. All work related to the ticket including responses, are billed per minute, per point. 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.

Standard Support Coverage:

1 minute equals 1 support point. And for 1 hour, you will use 60 support points.

Engineering Support Coverage:

1 minute equals 1.5 points. For 1 hour you will use 90 support points.

Any unused points will remain as is and can be used on a later date until they expire. Note that 10 hours packs are good for one year, 5 hours are good for 6 months while 1 hour packs are only good for 3 months, from the time that they are purchased.

All purchases are non-refundable regardless of the number of points have not been used, and will follow the expiration as outlined above.

SLA and Response Time

We use all reasonable efforts to attend to support all inquiries during business hours and under all normal conditions, which is within 4 hours. For customers who need guaranteed SLA response time or after-hours support, contact your sales team to discuss custom solutions that best suit your needs. THIS AGREEMENT AND ANY ATTACHEMENT SAND ADDENDUM CONSTITUTE THE ENTIRE UNDERSTANDING BETWEEN THE PARTIES WITH RESPECT TO THE SUBJECT MATTER HEREOF. THERE ARE NO REPRESENTATIONS, PROMISES, WARRANTIES OR UNDERSTANDINGS RELIED UPON BY END USER THAT ARE NOT CONTAINED HEREIN.

If any provision of this Agreement or the application of such provision to any person, entity or circumstance is found invalid or unenforceable by a court of competent jurisdiction, such determination shall not affect the other provisions of this Agreement and all other provisions of this Agreement shall be deemed valid and enforceable. Any provision deemed unenforceable shall automatically be revised with the least changes necessary to effect, to the fullest extent permitted by law, the intent of the parties as set forth in this Agreement.

PARLACOM RESERVES THE RIGHT, AT OUR SOLE DESRTION, TO CHANGE, MODIFY OR OTHERWISE ALTER THIS END USER AGREEMENT AT ANY TIME. YOU CAN FIND THE MOST RECENT VERSION AT WWW.PARLACOM.NET SUCH MODIFICATIONS SHALL BECOME EFFECTIVE IMMEDIATELY UPON POSTING TO OUR WEBSITE.

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