Help - trixbox Pro vs. PBXtra (support)
Submitted by brainbolt on Fri, 05/30/2008 - 1:13pm.
looking to purchase trixbox pro from a reseller and would like to understand the differences I should expect between the two systems from a support perspective.
I am not trying to become an IP telephony epxert, so what kinds of things should I expect to need support with?
From what I understand, I can purchase a trixbox support plan for each of my extensions and get support directly from Fonality, just like with PBXtra, so I'm not necessarily dependent on my reseller for support. Is it reasonable to assume that once the configuration is put in place, that the system won't need to be "baby-sat" by an expert, and I will be able to rely on Fonality support for issues if they do come up? Are there limitations to what Fonality will support?
Brain,
This all depends on
Mon, 06/02/2008 - 12:34pm
Brain,
This all depends on your arrangement with the reseller and who 'holds the note' so-to-speak. If we sell the licenses to the Reseller directly, this means that they 'hold the note' and got a discount when purchasing support. As such they will provide you with the support, and we will then provide them with support should something need to be escalated.
If the Reseller opt's to purchase the support without a discount, you (the end user) are entitled to contact Fonality support directly.
With PBXtra there is a similar structure setup where Resellers can give the end user the ability to contact support directly depending on the level of discount that they take when purchasing the support in the first place.
The idea here is that we offer significant discount packages on support that varies depending on what Fonality expects the support burden to be. An experienced reseller (with big discounts) should contact us less because they are providing the first tier of support for their user base. Typically, these resellers mark up their support costs to something similar that we offer 'retail' in order to cover their own support overhead.
I hope that clears things up. Your reseller should be able to answer these questions for you, if they have questions they can contact their channel manager for more details.
Thanks
Mike
thanks for the reply, Mike.
Mon, 06/02/2008 - 12:49pm
thanks for the reply, Mike. My question is about the monthly recurring support charge though. My understanding is that I can purchase that and get assistance directly from Fonality, but can also use my reseller if needed. To me it sounds like you are describing hourly support. Is that right?
Brain,
You can find detailed
Mon, 06/02/2008 - 2:58pm
Brain,
You can find detailed information to all of your questions on the trixbox.com website:
http://trixbox.com/about-us/support-agreement
http://trixbox.com/support-and-training/support
http://trixbox.com/products/certified-hardware/support-coverage
Thanks,
Mike
Brain,
It is always possible
Fri, 06/06/2008 - 8:59pm
Member Since:
2008-05-30