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Free Support Options
Pre-Sales SupportIf you are not yet a registered user who has purchased ExceleTel TeleTools then you qualify for pre-sales support. You may send your requests for support through any of our normal means, and we will help answer your questions in order to help you evaluate our tools and their suitability to your purpose. It is strongly recommended that you activate your 10-day Premium Trial evaluation in order to become eligible for Premium Trial Support. This service is completely FREE and is only used to provide you better, more efficient service during your evaluation period. The information you provide will help us better serve you, it will save you time should you require technical assistance and enable us to provide you information directly related to your project. The more we know about your environment and your project, the better we can help you. If you don't register, you won't get a 10 day trial activation serial number and your emails and calls won't go to the top of the queue because we don't have a record of who you are. As an additional Premium Trial benefit, you will receive several emails with information and tips that will help you along your path. We can't stress enough how important and useful it is to request the Premium Trial evaluation. You may at your option, still purchase a paid support option in order to help speed your evaluation. Purchasing a JumpStart for example can save you time and money and is a good investment in getting the answers you need to get a great, speedy start on your project. Paid support options also give you priority response status. Click HERE to find out more. Help FileThe help file included with ExceleTel TeleTools and TeleScope is a living, breathing document. It goes far beyond most help files you have seen. Have you ever felt that if you had to consult the help file to get the answer to a question, that you could pretty much guarantee it wouldn't have the answer? Well, we challenge you to test our help file. If you find something that needs to go in there, we will add it. The Help File is a reference, a help, and a tutorial with examples. Please consult the Help File before trying to contact ExceleTel support, you may find you get your answer more quickly. The Help File can be accessed from the help menu of our programs, or by executing the ettXX.chm file on your computer where XX is the version number. It is a stand alone Microsoft compiled help program. We keep the latest version of this on our WEB page at http://www.exceletel.com/support/updates.htm and even have an online dynamic html version that anyone can view by clicking on a link! Try it now by clicking HERE to open the html/java help in a new window. Online Help Via the WEBExceleTel makes a significant investment in it's online resources. Our WEB page at www.exceletel.com is a 24 hour a day, 7 day a week invaluable source of information. We maintain an updated FAQ that can answer many of your questions, we have additional help and sample applications, we have an online dynamic help file, and we publish many white papers to explain in detail issues that you come up against. We always provide the latest version of our software, our help file and even some hardware drivers. Please visit our WEB page regularly and look for new information. Check our FAQ, Online Help, white papers and newsgroup to see if your answers are there. Quite often you will find what you are looking for there with a simple search. With over 7 years of telephony experience, and thousands of customers from all over the globe, it is a very rare situation if we have not already encountered one similar. Standard Telephone SupportIf the FAQ, Help File, and email support didn't answer your question or you must talk to someone on the phone, you can find all of our contact information HERE. Our normal telephone support hours are from 8:30am to 6:30pm EST in the US (13:30 - 23:30 GMT) but you may catch us at any time and can always arrange to contact us by appointment. PriorityONE customers receive a special direct contact line. How We Prioritize Support RequestsExceleTel prioritizes it's support queue in the following order:
What this means is that subscribers to PriorityONE Support receive priority over all other support requests. Customers and Premium Trial License Holders receive our attention and our Standard Level of support because they have also invested in TeleTools and ExceleTel. PriorityONE Support was created in response to our customers' requests for additional support and/or rapid responses for their mission critical applications. PriorityONE Support is intended to ensure that serious developers receive the assistance they might require. If you download our products, but elect not to activate your FREE Premium Trial License and instead retain just a Basic Trial License, we have to assume that your telephony needs are not serious at this time and your support options are limited. See this table for details. Consulting Services and Development ServicesNeed more than just traditional technical support? ExceleTel can provide the help and resources you need. With over 7 years experience in the computer telephony business, ExceleTel has been involved in practically every type of project imaginable. This experience has allowed us to assemble a talented team of consultants and developers that can help you, or ExceleTel, develop your Telephony application on-time and under budget. If you need an extra level of handholding, or for us to research a specific TAPI Telephony device, then our Consulting Services can help. If you are short on in-house resources or just want to hire experts who can save you time in coding your application, then you need our Development Services. Just click on the appropriate hyperlink to be taken to more information about how these services can benefit you. Remember, we are the TAPI Experts, you don't have to even use TeleTools for us to help you with TAPI advice and Telephony consulting. |
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