Support overview

Aculab Cloud offers a range of technical support options with a variety of service levels designed to meet your needs and the type of Aculab Cloud account you hold.

These agreements are available to you immediately upon becoming an Aculab Cloud account holder and are available to purchase via your Account Manager.

Free developer support

Developer support is specifically intended to enable low-cost, low-commitment test and evaluation of Aculab Cloud. It provides a number of facilities free of charge during your development:

• Access to online documentation and quickstart guides
• Ability to contact Aculab support via email
• Bug reporting

We would expect the following support case types to be handled through our free email and web-based support:-

• Request for general information concerning Aculab Cloud - refer to the cloud documentation area of the website
• Guidance on how to write an application - refer to quick start guides and documentation
• If the answer to your query cannot be found on the website please email Aculab Cloud support, providing as much detail on your support case as possible This email address is being protected from spambots. You need JavaScript enabled to view it.
• Bug reporting, email This email address is being protected from spambots. You need JavaScript enabled to view it.

Additional support options

If you are looking for a higher level of support with guaranteed response times, you should consider an Aculab Cloud support contract, which offers direct access to our support team's expertise and faster response times. We tailor the contract to your particular needs.

In addition to the free web-based and email support, the Aculab Cloud support contracts can also provide:-

• Guaranteed response times, within 8 or 4 business hours (8x5) for telephone and email support requests
• Extended, 24 x 7 support for emergencies/service interruption (with four hours response time)
• Ability to purchase additional, stand-alone services available from Aculab
• Access to Aculab's change request (RFC) process to request new functionality (note that additional charges may apply for the functionality developed).
• Rolling one-year agreement or pay monthly

Contact us now to discuss your specific support requirements.

Professional services

Aculab Professional Services consultants are all highly-skilled and experienced developers; we pride ourselves on our design and programming abilities and our comprehensive knowledge of Aculab Cloud, Python and .NET programming languages.

We are available to undertake development work on your behalf, we have a proven track-record in producing effective, efficient and robust software in short timescales.

Design and/or write your telephony application

Our Aculab Cloud development specialists will work with you to identify the work flows that your telephony application is seeking to address and make recommendations on how an Aculab Cloud-based application can best address them.

Port or reproduce an existing application

If you are simply looking to provide a cloud-based deployment option for an existing application, our technical consultants can help specify how to replicate what you have as an Aculab Cloud app - we'd be happy to undertake the coding work too.

Test your application

Aculab Cloud presents an excellent test bed for your application. We can help develop a finely tuned application to test critical aspects of your application including load testing.

Support contract: Aculab GIII gateway

GIII gateway support gives direct access to Aculab’s expertise, offering an assured level of responsiveness to help ensure a specific level of availability and performance for your GIII gateway deployments.

The following is a summary of Aculab’s GIII gateway support agreements:

• Third level technical support covering installation, configuration, deployment, and warranty issues
• Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
• Response time within four business hours (8 x 5) for telephone and email support requests
• Remote access support (if facility provided by customer)
• Inclusive training (included free in first year price; for up to four personnel)*
• Unlimited number of incidents
• Escalation process
• Ability to purchase additional, stand-alone services available from Aculab at a discount

In addition, an Aculab support agreement gives customers access to Aculab’s change request (RFC) process (note that additional charges may apply).

* Having trained personnel is a prerequisite for the provision of GIII gateway support, and training should be received prior to or at least coincident with your first installation.

Purchasing information

The agreement is product specific and is required to be registered against individual GIII gateway products. Multiple GIII gateways can be included in a single agreement as they are added to an accompanying schedule that is maintained by Aculab and copies of which are provided to the customer. In order to ensure continuity of support, a purchase order needs to be submitted annually.

Contact your Account Manager for more details

Once your order is processed, you will receive a welcome pack from our support team, confirming your support entitlement.

Terms and conditions

Full terms and conditions are set out in the GIII gateway support agreements, available from your Account Manager.

Contact us now to discuss your specific support requirements and for information about purchasing Aculab’s GIII gateway support.

Support contract: Aculab ApplianX

ApplianX support gives direct access to Aculab’s expertise, offering an assured level of technical support for your ApplianX IP Gateway and ApplianX AP Gateway deployments.

The following is a summary of the Aculab’s ApplianX support agreement:

• Third level technical support covering installation, configuration, deployment, and warranty issues
• Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
• Response time within four business hours (8 x 5) for telephone and email support requests
• Remote access support (if facility provided by customer)
• Up to 12 incidents per year
• Escalation process
• Ability to purchase additional, stand-alone services available from Aculab at a discount

Purchasing information

The agreement is product specific and is required to be registered against individual ApplianX products. Multiple ApplianXs can be included in a single agreement as they are added to an accompanying schedule that is maintained by Aculab, copies of which are provided to the customer. In order to ensure continuity of support, a purchase order needs to be submitted annually.

Contact your Account Manager for more details

Once your order is processed, you will receive a welcome pack from our support team, confirming your support entitlement.

Terms and conditions

Full terms and conditions are set out in the ApplianX Support Agreement, available from your Account Manager.

Contact us now to discuss your specific support requirements and for information about purchasing Aculab’s ApplianX support.

Support contract: Prosody X/S technical support

Prosody X/S support offers access to Aculab’s support team’s expertise for your products based on Aculab's Prosody media processing hardware and software and SS7/SIGTRAN signalling software. The following is a summary of the Aculab Prosody X/S technical support agreement:

• Technical support covering API, installation, configuration, deployment, and warranty issues
• Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
• Business hours response time for telephone and email support requests
• Up to 12 incidents per year
• Escalation process
• Available for all Aculab hardware and software enabling technology products
• Ability to purchase additional, stand-alone services available from Aculab

In addition, an Aculab support agreement gives customers access to Aculab’s change request (RFC) process (note that additional charges may apply).

Purchasing information

This agreement is available to you immediately upon becoming an Aculab customer and provides technical support coverage for your Aculab enabling technology products. The agreement is not product specific and is not required to be registered against individual Aculab products. In order to ensure continuity of support, a purchase order needs to be submitted annually.

Contact your Account Manager for more details

Once your order is processed, you will receive a welcome pack from our support team, confirming your support entitlement.

Terms and conditions

Full terms and conditions are set out in the Aculab technical support agreement, available from your Account Manager.

Contact us now to discuss your specific support requirements and for information about purchasing Aculab’s technical support

Support contract: VoiSentry

Aculab's VoiSentry support offers a range of technical support options to meet your business needs.

You've made a major technology investment and you have every reason to expect the highest system availability, performance combined with mission critical support when help is needed.

The following is a summary of VoiSentry support agreement:

• Technical support covering API, installation, configuration, deployment
• Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
• Response time within four business hours (8 x 5) for telephone and email support requests
• Remote access support (if facility provided by customer)
• Up to 12 incidents per year
• Escalation process
• Ability to purchase additional, stand-alone services available from Aculab at a discount
• Ability to purchase Extended, 24 x 7 support for emergencies/service interruption (with four hours response time).

In addition, an Aculab support agreement gives customers access to Aculab’s change request (RFC) process (note that additional charges may apply).

Purchasing information

This agreement is available to you immediately upon becoming an Aculab customer. Contact your Account Manager for more details.

Once your order is processed, you will receive a welcome pack from our support team, confirming your support entitlement.

Note: If you have opted for a subscription licence VoiSentry, this package will include free unlimited-incident support.

* UK Business hours (GMT) Monday to Friday excluding UK Bank holidays
* For the Americas US Business hours (UTC) Monday to Friday excluding US national

Support contract: Bespoke support

Bespoke support offers access to Aculab’s support team’s expertise for any Aculab product, tailored to your support needs. The following is a summary of the Aculab bespoke support agreement:

• Available for all Aculab products
• Technical support covering agreed items, for example: API, installation, configuration, deployment, and warranty issues
• Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
• Customised response time within business hours
• Customised 24x7 support*
• Unlimited incidents per year
• Enhanced escalation process with nominated contacts
• Incorporating agreed additional, stand-alone services available from Aculab
• Requires signed contract

* 24x7 is available on selected products. For more information please click on the Contact us link below.

Contact us now to discuss your specific support requirements and for information about purchasing Aculab’s bespoke support