Support Procedures for Ticket Per Issue

Our support is offered for Cloud One Managed Systems for the following

• Supported Yealink IP Phones
• Supported Yeastar VoIP Gateways
• Supported BCS API Integrations
• BYOC Integrated by Cloud One
• GSM line hosting and Managed by Cloud One

End User Support Package

Our support package is suitable for assisting our customers to maintain Cloud One Managed System

Before Contacting Support

Please make sure you first check the online material provided on the Cloud One FAQ website. Most probably your answer is there:

What is Included

• Configuring the Cloud One Managed in relation to its operation based on the admin guide while using supported hardware & integrations
• Configuration of Supported Integrations for your Cloud One Managed System (simply provide your API credentials and mapping information from the respective developer portals.)
• • Voicemail Transcription: Requires integration with Google Cloud Speech-to-Text Service
  • WhatsApp Business API
  • Facebook Messenger
  • CRM: HubSpot, Zoho, Salesforce, Bitrix24, Odoo, Oracle
  • Helpdesk: Zendesk and Zoho Desk
  • Microsoft 365: Teams, Outlook
  • Database Contacts Sync Microsoft SQL
  • File Remote Archiving Google Storage, Amazon S3, FTP, SFTP
  • Azure AD (Entra ID)
  • Hotel PMS
• Help with configuration of supported Yealink endpoints with the defined functionality using auto provisioning templates
• Analysis of SIP logs in case of interoperability issues
• In the case of unsupported VoIP Providers, a check will be performed if the Phone System is correctly set up. If an unsupported VoIP Provider is being used, setup, debugging or general questions in regard to the VoIP Provider cannot be answered
• Analysis of Tunneled and Bridge connection to the Phone System excluding network routing and firewall configuration

Remote Sessions will be offered by the case managing agent on his/her own discretion and cannot be requested. For remote sessions, AnyDesk or our own web conferencing platform will solely be used. During the support case logs and traces (Wireshark in the case of audio issues) may be requested in order to be able to assist. Those must be collected or generated by the requestor based on provided instructions.

What is Not Included

• Installation of System and device provisioning.
• Configuration of Self-managed PBX systems
• Configuration of Supported 3rd Party System - We only integrate these systems to your Cloud One Business Communications Suite (simply provide your API credentials and mapping information from the respective developer portals.)
• • Voicemail Transcription: Requires integration with Google Cloud Speech-to-Text Service
  • WhatsApp Business API
  • Facebook Messenger
  • CRM: HubSpot, Zoho, Salesforce, Bitrix24, Odoo, Oracle
  • Helpdesk: Zendesk and Zoho Desk
  • Microsoft 365: Teams, Outlook
  • Database Contacts Sync Microsoft SQL
  • File Remote Archiving Google Storage, Amazon S3, FTP, SFTP
  • Azure AD (Entra ID)
  • Hotel PMS
• Creation of IVR & Custom Prompts
• Support for unsupported SIP Phones, Headsets or Gateways.
• Support for Yealink IP Phones that are not configured using the Provisioning templates and/or not running the advised firmware.
• Support for Yeastar VoIP Gateways that are not configured using the Provisioning templates and/or not running the advised firmware.
• Help in configuring your firewall or network routing.
• Configuration of options in Yealink phones beyond the provisioned templates.
• Troubleshooting unsupported VoIP Providers or performing interop tests with unsupported VoIP providers.
• • These items involve 3rd party products and networks outside our control.

What information should be included in a Support Ticket

• No more than one issue per ticket
• A detailed description of the issue
• Date / time / IPs and phone numbers involved
• Log files (this will ensure a faster processing time)
• The steps a support engineer should follow to reproduce the issue

SLAs

Our SLA is set to 4 hours after issue creation is handled within office hours, 8 hours after office hours & 48 hours for weekends and international holidays. Conference calls with 3rd parties are not included. Calls can only be held between us and the policyholder. We will not contact any 3rd party on behalf of the policyholder.

We provide support in English

Sharing support contact information to external parties is not permitted and will result in the immediate termination of the support subscription.

Limited warranty

We warrant that the support services will be performed in a workmanlike manner in accordance with industry standards. We makes no other warranty, express or implied, with respect to the subject matter of this support and support contract, including, but not limited to, any implied warranty of merchantability or fitness for a particular purpose or any other warranty of any kind respecting any support services performed hereunder or any materials furnished hereunder.

Limitation of liability

The cumulative liability of us to customer for all claims arising under or related to this support contract, whether in contract, tort or otherwise, shall not exceed the support fees paid to us. In no event will we be liable to customer for damages for loss of data, lost profits, or other indirect, special, incidental or consequential damages arising out of this agreement, even if we have been advised of the possibility of such damages, or for any claim by any third party. The foregoing limitation of liability and exclusion of certain damages shall apply regardless of the success or effectiveness of other remedies.

On Site Support Limitation

Onsite Support is offered only in Nairobi, Kenya