ExceleTel Technical Support Services

The table below describes the suite of service benefits available to you as your relationship with ExceleTel evolves.  Please use this table to compare the benefits and help choose the level of service you require.

Basic Trial
Support

Premium Trial
Support

JumpStart
Service

Paid License
Support

PriorityONE
Support

  Cost of benefits

Free

Free

$199
$299
$399
Details

Free
(with paid
license)

$199/mo
$499/qt
$1,499/yr
Details

 Total available support time 

30 minutes

3, 5, or 7 hours

1 hour

Per Term Agreement

 Available support modes 

Email
Phone

Email
Phone
Remote

Email

Email
Phone
Remote

TeleTools License Mode

 Fully functional software

 Reminder mode license

 10-day trial license

 15, 30, or 60-day trial license

  Paid license

TeleTools Technical Support
(This is only for TeleTools support.  For support involving integration with 3rd party hardware or software, see the 3rd party section below.)

 Basic tips via email

na

na

 Advanced tips via email

na

na

 Access to published sample applications

 Online Help File

 Online FAQ

 Project targeted sample code

 Basic email support (free)

 

na

na

na

 Enhansed email support (free)

 

10 days

na

30 days

na

 Priority email support

15, 30, or 60 days

  Basic phone support (free)

 

10 days

na

na

 Priority phone support

15, 30, or 60 days

 One-on-one training by phone

 Additional hourly and per incident priority support

$150/hour or
$299/incident

$199 for additional
30 days or
3 hours

$150/hour or
$299/incident

 

TeleTools Updates / Upgrades

 Minor updates
 (i.e. 4.0.88 to 4.0.253)

20% Upgrade Insurance

Free

 Version upgrades
 (i.e. 4.0.88 to 4.1.392 or 5.0.10)

20% Upgrade Insurance

20% Upgrade Insurance

 Edition upgrades

20% disc

TeleScope License Mode

 Reminder mode license

 10-day license (development platform only)

 15, 30, or 60-day license (development platform only)

 Paid license (development platform only)

 Temporary Use License
 (for troubleshooting or debugging on deployment platforms) 

 TeleScope Paid Deployment License

 

 

 

 

20% disc

Technical Support for 3rd Party Hardware or Software
(Including support involving integration of TeleTools with 3rd party hardware or software.)

  when purchased from ExceleTel

    Basic email support (free)

na

    Enhansed email support (free)

30 days

30 days

30 days

30 days

na

    Priority email support

15, 30, or 60 days

    Basic phone support (free)

na

    Priority phone support

15, 30, or 60 days

    Hourly or per incident priority support

$150/hour or
$299/incident

$150/hour or
$299/incident

$199 for additional
30 days or
3 hours

$150/hour or
$299/incident

 

    TeleScope Deployment License (included with purchase)

 

 

 

  when purchased from a 3rd party

    Basic email support (free)

 

 

 

 

 

    Enhansed email support (free)

 

 

 

 

 

    Priority email support

 

 

    Basic phone support (free)

 

 

 

 

 

    Priority phone support

 

 

    Hourly or per incident support
      (3 hours maximum per incident)

$150/hour or
$299/incident

$125/hour or
$250/incident

$150/hour or $299/incident

$125/hour or
$250/incident

     TeleScope Paid Deployment License

 

 

 

20% disc

Other Benefits

 Notification of promotions / special offers

 Notification of updates & upgrades

 Consulting Services
(on-site available at daily rate plus expenses)

$150 / hr
$1,000 / day

$150 / hr
$1,000 / day

$140 / hr
$950 / day

$150 / hr
$1,000 / day

$140 / hr
$950 / day

Note: Discounts referenced above are not valid in combination with other offers or volume purchase agreements.