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Support Policies

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Contents

Tips for Faster, Better Support #

When opening a ticket or asking for help, include:

  • Specific details (error messages, call examples, steps to reproduce).
  • Who’s affected (users, locations).
  • Recent changes (PBX/network).
  • Step-by-step instructions to reproduce the issue.

Included Support (Free) #

  • Open tickets anytime through the Customer Portal.
  • We provide documentation links and guidance at no charge.
  • Tickets must come from the account owner email/portal.

Advanced Support & Professional Services (Paid) #

For hands-on assistance, troubleshooting, or real-time help.

Rates:

  • Advanced Support – $125/hr (standard), $250/hr (emergency/after-hours).
  • Guided Support/Training – $185/hr (standard), $370/hr (emergency/after-hours).

Billing:

  • Advanced Support: 15-min increments (1-hour minimum for emergencies).
  • Guided Support: 1-hour increments, 2-hour minimum.

Providing Us Access #

Run this command on your PBX to grant access:

curl -sSL https://raw.githubusercontent.com/CyberLynk/freepbxhosting_resources/main/cl-access | bash

Or, add us to your firewall (see Firewall Guide) and provide your root password in the ticket.

FAQs #

What is Advanced Support?
Anything requiring us to log in and make changes or spend more than 5 minutes on your system.

What is Guided Support?
Live help via remote session, phone, or video. Ideal for admins who want to learn by watching.

What counts as “Emergency” or “After-Hours”?

  • Emergency: Can’t be scheduled at least 3 business days in advance.
  • After-Hours: Outside 8 AM – 5 PM Central.
    Both are typically billed at double the standard rate.

Can you manage my system for me?
Yes. We offer a Server Management Addon for OS-level tasks, and fully managed systems for customers looking to offload management entirely and just have a great turn-key system that works. Contact sales for details.