Paid Support Overview Free Support Overview

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Free Support Options

ExceleTel offers several methods of support. We have both paid support options which give you priority status in our support queue, and free support.

Basic support is included with your purchase of software or hardware for 30 days. In the case of software, the support period begins upon purchase registration or upon trial activation. Basic support is limited to product installation, product functionality, and similar basic help. Issues such as getting detailed assistance with TAPI programming or interfacing with specific telephony devices such as a PBX may come under one of our paid support options.

Whether you need priority PriorityONE Support or just basic tech support, ExceleTel has just the right option for you. Below, or by using the menu to the right, you can find out more about the ways to get the help you need from ExceleTel.

Our PriorityONE Support plan or any of our paid support options can guarantee you priority status when you need it. Please click on any of the links above under "Paid Support Options" to find out how you can get priority status, JumpStart help, or take advantage of our consulting and development services.

Pre-Sales Support

If you have not yet purchased the product of interest from ExceleTel then you qualify for pre-sales support.  Please be prepared to describe your project objectives as clearly as possible.  This will help us assess the applicability of our products and services to your project, and if appropriate, make suggestions and discuss options.  This can usually be done much faster and more efficiently with a phone call rather that a back and forth series of email questions and answers.  You will find our contact information here.

We will respond to Basic Trial users questions about suitability of our products and services to your particular 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 objectives, the better we can help you.  If you do not register, you will not get a 10 day trial activation serial number or email technical support.  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 File

The 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 on the WEB

Our WEB page at www.exceletel.com is a 24 hour a day, 7 day a week invaluable source of information.  We maintain an 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 drivers and detailed installation instructions for some hardware.  Please visit our WEB page regularly and look for new information.  Check our FAQ, Online Help, and white papers to see if your answers are there.  Quite often you will find what you are looking for there with a simple search.  With over 15 years of telephony experience, and thousands of customers from all over the globe, we have experience with a large number of telephony environments and have encountered and helped resolve many, many issues.

Basic Email Support

Since Basic Email Support is free, it is intended for quick questions that take less than 5 minutes to answer. Questions that take more than 5 minutes or need additional research or follow-up will usually require one of our paid support arrangements.  We will advise you if this is the case. Please also keep in mind that in order to be fair to our paid support clients, free support requests are assigned a lower priority. This may mean that response times could be 24 hours or more.  If you have not received a response within 3 business days and have not already resolved the question, please resubmit your request and indicate that it is your second attempt. Please try to limit requests for free email support to one per day and three per week. If a more frequent or more time intensive assistance is needed, please arrange to acquire one of our paid support options.

Basic Telephone Support

If the web site, sample programs, help file, and email support did not answer your question, and you feel it would be more effective to talk to someone on the phone, give us a call. Since Basic Telephone Support is free, it is intended to encompass a quick 5 minute call can be taken care of on the spot. Calls that take more than 5 minutes or need additional follow-up will usually require one of our paid support arrangements and may need to be scheduled in advance. Our normal office hours are from 9:00am to 6:00pm Eastern Time in the US, but you may catch us at other times and can also arrange to contact us by appointment.  If we are not available to take your call you may leave a message, but please keep in mind that in order to be fair to our paid support clients, free support requests are assigned a lower priority. This may mean that response times could be 24 hours or more. If you have not received a response within 3 business days and have not already resolved the question, please resubmit your request and indicate that it is your second attempt. Please try to limit requests for free telephone support to one per day and three per week. If a more frequent or more time intensive assistance is needed, please arrange to acquire one of our paid support options.

How We Prioritize Support Requests

ExceleTel prioritizes it's support queue in the following order:

  1. PriorityONE Support
  2. JumpStart or Proof-Of-Concept Services
  3. Purchased Products (Software or Hardware)
  4. Free Premium Trial License
  5. Free Basic Trial License