Sonictel Help Desk

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).

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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.