Overview

At SmartPBX, we offer a comprehensive managed hosted PBX solution designed to deliver seamless communication experiences. Our full-service package includes the hosted PBX system, handsets, routers, and switches, all managed by us to ensure optimal performance and swift problem resolution. This document outlines the implications and potential limitations of choosing to purchase only the handsets without the accompanying router and switch from us.

Opting for Handsets Only: Considerations

When customers choose to use their existing Power over Ethernet (PoE) switches and internet connections, it impacts our ability to provide the full spectrum of management and support services. Below are the key considerations and drawbacks associated with this choice:

Reduced Visibility and Monitoring

• Network Performance: Without our managed router and switch, we lose visibility into the network conditions affecting the PBX system's performance. Network congestion, poor quality of service (QoS) settings, and incorrect configurations may degrade your communication experience without our immediate knowledge.
• Proactive Monitoring: Our ability to proactively monitor the health and performance of your system is limited. This reduction in oversight may lead to delayed detection of issues, affecting system reliability and call quality.

Limited Troubleshooting and Support

• Remote Diagnostics: Diagnosing and resolving issues remotely becomes challenging. We rely on comprehensive system data to quickly pinpoint problems; without it, our support team's effectiveness is diminished.
• Delayed Resolutions: As our access is restricted, troubleshooting sessions may require more time or even on-site visits, which are not always immediately available. This can result in longer downtimes and potential additional costs.

Dependence on Customer Infrastructure

• Configuration and Compatibility: The efficiency of the hosted PBX system can be significantly impacted by the existing network equipment and setup. Issues stemming from incompatible hardware or suboptimal configurations must be managed by the customer's IT team.
• Security Risks: Our standard security protocols extend to equipment provided by us. Customers using their own network components bear the full responsibility for securing their devices and data from potential threats.

Impact on Service Level Agreements (SLAs)

• Modified SLAs: Service guarantees and response times outlined in our SLAs may need adjustments due to the limitations imposed by external equipment. Customers should be aware that some service metrics may not be achievable without our managed infrastructure.

Conclusion

Choosing to integrate only our handsets with your existing network infrastructure may result in significant limitations in the support and management we can provide. We strongly recommend considering our full solution to benefit from enhanced performance, superior support, and comprehensive management of your hosted PBX system. For those opting for a limited setup, please be prepared to manage additional risks and responsibilities internally.