Support Plans, Professional Services, Training

Support Plans

Included free 30-day support for: New Customers and Trialware evaluations
New FaxBack customers as well as registered trialware users receive a 30-day period of free email, fax and telephone software support that begins with your purchase or trialware download. This complimentary period of support begins when the software or system is estimated to arrive at your location (not on installation) and is available during standard business hours (6:30am – 5:00pm PST) excluding holidays.

Standard Support
FaxBack support engineers are skilled in troubleshooting, problem diagnosis and identifying resolutions. Our dedicated technology support members work closely with our Quality Assurance and Engineering departments and coordinate with these groups if additional resources are needed.

• Support duration: sold in 1, 2 and 3 year plans
• Hours of coverage: 6:30am to 5:00pm PST, on business days Monday thru Friday (Except Holidays)
• FaxBack Customer Connection – dial-in or remote access to customer-system for rapid resolution
• Telephone, email and fax access to Technical Support Team during hours of coverage
• Online Knowledge Base Access
• Number of incidents: unlimited
• Service packs, software updates, product releases
• For new and renewing support customers: Standard Support is invoiced at 15% of the total current list price of the software products purchased

Around-the-clock 24x7 Support
Includes all the features of our Standard Support plan plus expedited 24x7 support. Geared toward organizations with mission-critical fax systems that cannot risk downtime. Enables customers to handle system maintenance, upgrades or other potential support issues during non-business and non-critical hours of operation. Work hand-in-hand with a seasoned FaxBack support engineer to ensure your production-critical matters and issues are handled swiftly and smoothly.

• Includes all the features of the Standard Support PLUS:
• Expedited 24x7 support, 365 days a year - including holidays
• After business hours and holidays receive a call back from a support engineer within 30 minutes
• For new and renewing support customers: Around-the-clock 24x7 Support is invoiced at 25% of the total current list price of the software products purchased

Professional Services

For more information contact your sales sales representative.

Preconfiguration Services
We stongly recomend this affordable service! Right along with your IT person, a highly experienced FaxBack support engineer will log onto your system and install and configure your fax system optimizing it for your organization and IT infrastructure. This is an excellent opportunity to learn the how's and why's of configuration and setup as well as extended capabilities - handy information for your IT staff to understand as your oganization grows and shifts. FaxBack is proud of this service and we highly recomend it.

Professional Services
A Professional Services Engineer will remotely access your server and provide the following:
   - Installation and configuration assistance
   - Basic product walkthrough
   - Q & A Session

Advanced Professional Services
A Professional Services Engineer will remotely access your server and provide the following:
   - Installation and configuration assistance
   - Basic product walkthrough
   - Q & A Session

Custom Professional Programming Services
Professional services for customized fax features/functionality. Requires scope call and custom quote by Professional Services Engineer.

Training

For more information contact your sales sales representative.

Training at FaxBack Headquarters
   - 1 Day Training Session Per Person
   - Hands On Personalized Training

Remote Online Training
   - Per hour with 1 Hour Minimum
   - Personalized, Directed Training Sessions
   - Customized curriculum to meet your needs
   - Live internet connection required
   - Contact your sales rep for more information

On-site Implementation and Training - 1 Day
   - On-site Installation and Configuration of System and Software
   - Multiple days available upon request
   - Training Presentation
   - Travel and Expenses Extra

With most business software, employees initially use only a fraction of the functionality built into their systems. Capabilities and/or functionality you do not know exists could make a big difference in the level of ROI you receive as well as value to your own customers, suppliers and employees. Maximize the value of your FaxBack applications with expertise from the people who know it best – our technical training engineers.

Contact us for available dates, course agendas and quotes. We can design a training course specifically for your organization’s needs.

NET SatisFAXtion Technical Training Topics:

Custom Training Designed Specifically for You
We’ll work with you to create an agenda that reflects the training your company wishes to receive.