Support Policies
First and foremost, it is our policy to deliver on our promise of
excellent quality of service, and world-class technical support and
customer care. Customers have come to expect great quality from
Cloud9Phone, and we are committed to meeting and exceeding expectations
in this regard. Just as important, we focus on helping our customers to
understand how best to achieve reliable, high quality hosted VoIP and
SIP trunking services.
Below we illustrate our policies on
supporting customers that "bring their own broadband", or manage their
own LANs and WANs. We always work with our customers to identify issues
and resolve them quickly, but it is important to clearly state the areas
where Cloud9Phone is responsible for service delivery.
Cloud9Phone Hosted PBX and VoIP Support
Cloud9Phone Standard Support Policies
Hosted PBX and VoIP Phones
If you purchase Hosted PBX and VoIP Services from Cloud9Phone and you provide:
* Internet Service
* Router
Cloud9Phone demarcation is good messaging and Media from our Hosted
Platform. Cloud9Phone is also responsible for the functionality of the
IP Phones.
Hosted PBX and VoIP Support
If Cloud9Phone
rents you the Quality of Service (QoS) device, Cloud9Phone is
responsible for the functionality of the QoS device. If Cloud9Phone sold
you the QoS device, and you pay for Cloud9Phone to monitor and report
on that device, then Cloud9Phone is responsible for the functionality of
the QoS device (not including hardware repair or replacement).
Cloud9Phone SIP Trunking Support
Cloud9Phone Standard Support Policies
SIP Trunking Only
If you purchase SIP Trunks from Cloud9Phone and you provide:
* Internet Service
* Router
Cloud9Phone demarcation is good messaging and Media from our SIP Platform.
Note: Cloud9Phone provides documentation via email and our online help
system during the installation process concerning the configuration that
we require for SIP Trunking to work on your PBX. Once you receive this
documentation, it is your responsibility to install and configure your
PBX.
If you purchased a QoS device or IAD from Cloud9Phone and
hired Cloud9Phone to configure the QoS or IAD device, it is your
responsibility to assist Cloud9Phone and manage the configuration of
your PBX. Configurations are not warranted after the installation is
complete and accepted by the customer.
Internet Support
Cloud9Phone Standard Support Policies
Internet Services Only
When a customer purchases Internet services, Cloud9Phone demarcation is
the Local Exchange Company's Main Point of Entry (Smartjack). The
demarcation can be inside or outside of your facility.
Note: It
is the customer's responsibility to extend the circuit from the Local
Exchange Carrier's Main Point of Entry to the location in your facility
where the terminating device is installed (i.e. router, switch). Demarc
extension purchased from Cloud9Phone are not warranted after the circuit
is activated and accepted by the customer.