As your trusted hosted PBX provider, we are committed to delivering exceptional service and support for your telecommunication needs. To ensure clarity and help you make informed decisions regarding the hardware used with our services, we outline our support policies for various scenarios below. It's important to review these policies during your sales process to understand the level of support you can expect for your phone devices.

1. Phones Purchased from Us

Supported Brands: Poly, Yealink, Grandstream

• Full Support: When you purchase Poly, Yealink, or Grandstream phones directly from us, you receive full support. This includes troubleshooting, configuration assistance, firmware updates, and any warranty service.
• Warranty Service: We handle any warranty claims on your behalf directly with the manufacturer. This ensures minimal downtime and hassle for you.
• Optimized Performance: Devices sold by us are guaranteed to be compatible with our PBX system, and we ensure that they are optimized for the best performance.

2. Phones Provided by the Customer but Supported by the Manufacturer

Supported Brands: Poly, Yealink, Grandstream

• Limited Support: For devices that you have acquired independently but are still supported by manufacturers (Poly, Yealink, Grandstream), we provide limited support. This includes basic troubleshooting and configuration assistance. You may opt for us to manage the firmware for you as well, though warranty service is not available.
• Manufacturer's Warranty: You are responsible for handling warranty claims directly with the manufacturer. We can offer guidance on the process, but direct dealings will be necessary.
• Compatibility and Performance: While we strive to assist with configuration, we cannot guarantee full compatibility or optimization with our PBX services as these devices were not supplied by us.

3. End-of-Life (EOL) or End-of-Support (EOS) Devices and Unsupported Manufacturers

• No Support: For phones that are declared End-of-Life (EOL) or End-of-Support (EOS) by the manufacturer, or for devices from manufacturers not listed above (e.g., other than Poly, Yealink, Grandstream), we do not provide support.
• Potential Issues: Using EOL or EOS devices or those from unsupported manufacturers can lead to compatibility issues, reduced functionality, and security vulnerabilities. Though we can advise as to if these devices should work with the platform at the time of sale, we strongly recommend upgrading to supported models. Consequently, they may miss out on new features, and there's a possibility that our system may eventually lose connection with them due to an update. While this scenario is unlikely, it's still possible. These risks are inherent in using end-of-life (EOL) phones.
• Upgrade Recommendations: We are happy to consult on upgrading your devices to ensure continued compatibility and support. Please contact our sales team for recommendations on current models that best suit your needs.

Conclusion

Choosing the right devices and understanding the support available is crucial for a seamless communication experience. We encourage you to consider the implications of device selection as outlined above. For any further questions or to discuss your specific needs, please contact our customer support team.