How To Get Support

Paid Support Options Free Support Options

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.

Free Basic Email support is included with your purchase of software or hardware for 30 days (unless otherwise noted). In the case of software, the support period begins upon purchase 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.

Our paid support options offer higher priority status when you need it. Please click on any of the links above under "Paid Support Options" to find an appropriate option when you need higher priority attention.

Pre-Sales Support

If you have not yet purchased the product of interest from ExceleTel then you qualify for a pre-sales support. Please be prepared to describe your project objectives and expected production deployment environment 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. The more we know about your environment and your project objectives, the better we can help you. You will find our contact information here.

We will respond to TeleTools trial users questions about suitability of our products and services to your particular objectives.

At your discretion, you may 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 higher priority in our queue. Click one of the Paid Support links to the right 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. The Help File is a reference, and a tutorial with examples (See the FAQ - How Do I Do That section). 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 white papers to explain some topics in more detail. 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 about 5 minutes to answer. Questions that take longer 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 more than one day. 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 more than one day. 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 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. Annual Software Support Plans - Gold, Silver, Bronze (in that order)
  2. JumpStart or Proof-Of-Concept Services
  3. Incident or Hourly Paid Services
  4. Purchased Products (Software or Hardware)
  5. TeleTools Trial Software
  • Our Annual Software Support plans were created in response to our customers' requests for additional support and/or rapid responses for their time critical development projects and important production deployments.
  • JumpStart and Proof-Of-Concept are paid service options that offer our technical services at a steep discount in order to get you up and running on your project fast.
  • Incident or Hourly paid support services can be useful for occasional ad-hoc issues. However, we suggest an appropriate Annual Software Support plan for time critical development projects and production deployments that may need quick attention.
  • When you purchase products from ExceleTel, free basic email support is available for a limited time after purchase. You are encouraged to enroll in one of our annual support offerings in order ensure better access to our technical staff.
  • The free TeleTools trial software download is intended to serve only as an initial exposure to TeleTools and a few simple sample applications so that you can see the basics of how things work. The free assistance we provide is intended to help you determine if TeleTools might be suitable for your project. A great next step is to enroll in our well regarded JumpStart service so that you can get your proof-of-concept work done quickly and be in a much better position to make informed decisions about your project direction and to push your project through to completion.