Phone Support
- This is defined as basic/advanced question and answer, trouble shooting and issue resolution related to the functionality of the hardware purchased from Forerunner Telecom and is subject to the conditions/fees outlined below.
- Phone support related to installation of hardware purchased from Forerunner, will be given at no charge for the first 30 minutes. Any installation support needed over 30 minutes will need to be scheduled and billed as professional services.
- Included with refurbished NEC equipment up to one half hour of phone support related to the equipment purchased. This does not include remotely accessing the system/voicemail to program. Remote access will be billable at a rate of $100 per hour, billed in 15 minutes increments at a cost of $25 per 15 minutes
- Allworx support requires being authorized from manufacturer and that the person calling has attended an Allworx certification class. We will support all new resellers that have purchased a demo kit without certification for a period of 30 days. After the 30 days have past, please contact your sales associate to discuss the fees for support to techs that are not certified.
- NEC SV8100 & SV8300 requires certification from NEC. We will support all new resellers that have purchased a demo kit without certification for a period of 30 days. After the 30 days have past, please contact your sales associate to discuss the fees for support to techs that are not certified
- Support is available from 8:30am to 5:30pm EST Monday through Friday excluding holidays. After hours support is available for authorized Forerunner VARS but charges may apply. Please contact your sales associate if you need to schedule after hour support.
- All after hours phone support for non-authorized NEC & Allworx resellers is billable at a rate of $150 per hour billed in half hour increments.
- System programming covered under phone support is limited to “how to” and examples only. All other system programming would be considered professional services and billed accordingly
On-Site Support
This is defined as physical Forerunner support personnel on-site to assist with installation, MAC and/or problem solving .
- All onsite support & installation services are billable at a rate of $150 per hour during normal business hours and $225 per hour outside of normal hours. All travel expenses will be billed separately. Please see your account representative if onsite support is needed and we can customize a quote for you.
Professional Service
This is defined as non question and answer type support such as database collection, system programming, label/place/test phones, CO/T1/SIP trunk configuration and setup. It can be provided both remotely and on site. Contact your sales associate for a quote.
Terms
If you company doesn’t have Net terms with Forerunner and billable support is needed a credit card is needed and a charge of $100 will be processed prior to support be given. If less time is used a refund will be issued. |
