Our Maintenance Policy 

Welcome to our Maintenance Policy page!  IPcelerate's Maintenance Policy defines the service support provided by IPcelerate technical support with an active maintenance agreement.  We have displayed the content below for your convenience.

The following section provides definitions for the terms used in this document:

Impact Program:

This is an IPcelerate sponsored customer loyalty program designed to build a closer relationship between IPcelerate and customers by providing customer participants with more influence over IPcelerate's technology roadmap, voluntary participation in field trials, major software releases at no additional cost, discounts on software modules and many other benefits.


IPcelerate Certified Party:

An IPcelerate Certified Party is someone who has taken and passed the IPcelerate's Certification Exam. This can be an IPcelerate partner, a Third Party Professional Service Organization or an IPcelerate customer

Level 1 Support:

"Level 1 Support" means IPcelerate or an IPcelerate Certified Party is working with you, the customer, in investigating and defining the problem which includes the following types of problem resolution activities: gathering and documenting data, investigation, isolating, and testing. These activities include searching appropriate documentation, such as user manuals, technical bulletins, and support bulletins and problem report lists. Upon completion of this level of diagnosis, IPcelerate or the Certified Party support engineer must have a complete description of the systems, configuration information, revision level information, and details of problem resolution steps already taken. IPcelerate or the Certified Party shall begin to analyze your problem. Level 1 support also includes correlating the issue with other issues, reproduction of the problem, identifying errors in product specifications, identifying misinterpretations of product specifications, and localizing product defects. Problem resolution activities at this level also include efforts toward finding a work-around.

Level 2 Support:

"Level 2 Support" means fixing the product or recommending a work-around. This level of problem resolution activity commences if Level 1 support is ineffective and will normally result in a work-around, patch or software fix. It involves activities such as the interpretation of gathered data and the examination of source logs or hardware schematics. Fixes and the ramifications must be completely documented. In the event that Level 2 support fails to resolve your problem due to the technical nature of the problem or the necessity for access to proprietary information, IPcelerate or the Certified Party may contact IPcelerate Level 3 support to resolve the problem.

Level 3 Support:

"Level 3 Support" means creating work-arounds, bug fixes and patches to be provided to IPcelerate Certified support Parties or customers. IPcelerate will provide "Break/Fix" support to those partners or customers or third party professional services organizations that provide you, the customer, with Level 1 and Level 2 support.
Major Software Release: A Major Software Release is defined as a major version upgrade to an IPcelerate product. An example would be from version 5.x to 6.x. These releases typically include enhancements to existing features as well as new features and are the only services that can be purchased directly from IPcelerate.


University Program:

The IPcelerate University is a complete repository of technical information that helps partners use Unified Communications to truly UNIFY technologies for their customers. Included is a fee based "Just In Time" eLearning program offering access to exclusive technical information for 12 months and a technical certification.

Overview

IPcelerate provides Level 1, Level 2 and Level 3 support depending upon what your specific needs are. Should you prefer Level 1 or Level 2 support from your trusted partner/reseller, IPcelerate provides a certification program to partners/resellers allowing them to offer that level of service. IPcelerate can also provide Level 1 and Level 2 support directly should you choose so.
Additionally, technical documents, manuals, discussion forums and Frequently Asked Questions (FAQs) are all available at IPcelerate's website www.IPcelerate.com.

Maintenance Renewals and Inquiries

All inquiries, updates, changes in information and renewal requests should be sent to This email address is being protected from spambots. You need JavaScript enabled to view it..

Major Release

Major releases are not included in our maintenance program and are fee based depending on your current system and what the current MSRP is for the upgraded system. The fees are for each individual system. Note: In order to eliminate major release fees, you may join IPcelerate's customer loyalty program, Impact. As a thank you for becoming an Impact member, we offer all future Major Upgrades at no additional charge. See below for more information.

IPcelerate's Impact Program for Customers

When you are a current maintenance customer, you may enroll in IPcelerate's Customer Loyalty Program, Impact. The following benefits are provided:

  • No additional charge for Major Software Releases
    • No major release fees for the life of your system
    • Major Releases are scheduled for delivery once a year
    • Major release fees are waived on all your systems
  • Invitations to informative and private webinars
  • Discounts on additional and/or new software modules
  • No charge review of the embedded capabilities in IPsession
  • No charge review of your current system capabilities
  • Additional discounts for maintenance renewals
  • Access to the University website includes:
    • A video training library
    • Technical articles
    • Admin and User Guides
    • Product descriptions
    • And more

Note: Enrollment fee into the Impact program is a onetime fee

No Charge Services/Products Covered Under IPcelerate Maintenance

  • Minor Software Upgrades
    • Minor Software Upgrades are considered scheduled releases of minor software versions. Example of these would be 5.3 to 5.4. These upgrades typically include maintenance releases.
    • o Minor modifications as deemed appropriate by IPcelerate to existing features are also included in this category
  • Installation and Upgrade documentation for new releases
    • Note: IPcelerate Maintenance provides the software and the documentation associated with the downloads. If engineering support is desired it may be fee based and can be obtained by contacting IPcelerate or an IPcelerate Certified Party
  • Technical Support for product issues related to product failures or defects.
    • In the event that a product failure occurs or a defect is found in the software that makes an application or feature perform differently than specified in the IPcelerate specifications and documentation a support call can be initiated to IPcelerate or an IPcelerate Certified Party by using the process outlined in this document. IPcelerate Support will provide Tier Three engineering, development and other technical resources as required to resolve the issue.

Fee Based Services Not Covered Under IPcelerate Maintenance

The following fee based activities are outside IPcelerate maintenance but can be obtained through separate support agreements provided from IPcelerate or an IPcelerate Certified Party. Pricing, scheduling and terms for the following are detailed in separate agreements with whomever is providing you support. Some of these services include:

  • Major Software Releases
    • A Major Software Release is defined as a major version upgrade to an IPcelerate product. An example would be from version 7.x to 8.x. These releases typically include enhancements to existing features as well as new features and are the only services that can be purchased directly from IPcelerate.
  • Product Configuration/Design related issues
    • Engineering support for changes to configurations and designs that occur after the initial project/phase is complete or is not part of a support call as defined by your support agreement with IPcelerate or an IPcelerate Certified Party.
  • Product Configuration/Design related issues Affected by Network Changes
    • Engineering support for assistance in troubleshooting or configuring as a precaution for or as a direct result of a network change will be covered by your agreement with IPcelerate or an IPcelerate Certified Party.
  • Customer requirement modifications
    • Changes to existing software and configurations requested by the customer that are not part of an actual support call as defined by your support agreement with IPcelerate or an IPcelerate Certified Party.
  • Live technical support for Software release support
    • Engineering support to assist in downloading or providing basic configuration activities for scheduled software releases as defined by your support agreement with IPcelerate or an IPcelerate Certified Party.
  • Configuration/Design for additional applications available with new releases
    • Most major software upgrades include additional features that can be configured as used in a customer environment. IPcelerate or your IPcelerate Certified Party can work with you to design and configure these applications.

Lapsed Maintenance Policy

Should your IPcelerate maintenance lapse, you will have the following choices:

  • You may choose to not renew Maintenance
    • You will default to paying "Time and Materials"
    • "Time and Materials" will be at the then current rates
    • "Time and Materials" pricing is subject to change without notice
    • Payment for Time and Material services is due at time that service is rendered
  • You may choose to renew
    • You will be subject to a "software assessment" fee to determine the status of the software being placed under maintenance.
    • This fee must be paid in advance of the "software assessment"
    • This fee is subject to change without notice
    • The term of the Maintenance will begin the day payment is received

If you never had maintenance, you will have the following choices:

  • You may choose to not have Maintenance
  • You will continue paying "Time and Materials"
  • "Time and Materials" will be at the then current rates and:
    • "Time and Materials" pricing is subject to change without notice
    • Payment for Time and Material services is due at time that service is rendered
  • You may choose to acquire your first year of Maintenance
    • You must pay a "software assessment" fee to determine the status of the equipment being placed under maintenance.
    • This fee must be paid in advance of the "software assessment"
    • This fee is subject to change without notice
    • The Maintenance will be in effect when payment is received

Note: credit cards and wire transfers are acceptable

Time and Material

In the event that you require IPcelerate support and you have no Maintenance in place at the time, you will first be given the option to sign or renew Maintenance under the above terms and conditions. If you choose to pay "Time and Materials", you will do so under the following conditions:

  • You must agree to our fees, terms and conditions before any service is provided
  • The fees are due immediately and are not dependent upon the results of the service provided. The fees are for time spent and materials used.
  • Hourly charge for remote support is $650 an hour
  • Daily charge for remote support is $5,000
  • Daily charge for on-site support is $8,000
  • Any fee assessed for work-arounds, patches or fixes will be determined at the time of resolution and will be additional to the fees above.

Training

Post Installation Customer Training (Webinar-based):
In addition to training that may be provided at the time of installation, IPcelerate offers eLearning training which is designed to keep you current with the newest features and capabilities of our product offerings. Please check for access, content and fees.

DISCLAIMERS AND RESTRICTIONS

  • IPcelerate will make every reasonable effort to answer Customer questions and respond to problems that are received by IPcelerate technical support as specified herein. IPcelerate, at its sole discretion, shall allocate support resources to respond to Licensee questions or problems based on the availability of such resources and the priority of Licensee's question or problem report, relative to all other pending Customer questions or problems. IPcelerate shall determine the appropriate method for distributing any Patch or Update to Licensees.
  • IPcelerate is not responsible for any lost data files, recorded calls or any customer data lost when supporting the customer. The customer solely is responsible to back up its data bases, recorded calls or any customer data prior to engaging IPcelerate.
  • All inquires to IPcelerate technical support must be made by an Authorized Contact Person. IPcelerate is under no obligation to respond to other employees of the Licensee. IPcelerate is not responsible for the support of users of end user applications developed by licensee that are based on or incorporate all or a portion of the IPcelerate product, nor is IPcelerate responsible for support of any modifications of the IPcelerate product prepared by licensee, or any other problems with the IPcelerate product that are not reproducible in the unmodified IPcelerate product on the IPcelerate approved platform.
  • NEITHER PARTY SHALL BE LIABLE FOR ANY DIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR DATA USE. IPCELERATE'S MAXIMUM LIABILITY FOR ANY DAMAGES ARISING OUT OF OR RELATED TO YOUR ORDER, WHETHER IN CONTRACT OR TORT, OR OTHERWISE, SHALL BE LIMITED TO THE AMOUNT OF THE FEES YOU PAID IPCELERATE UNDER YOUR ORDER, AND IF SUCH DAMAGES RESULT FROM YOUR USE OF TECHNICAL SUPPORT SERVICES, SUCH LIABILITY SHALL BE LIMITED TO THE FEES YOU PAID IPCELERATE FOR THE DEFICIENT TECHNICAL SUPPORT SERVICES GIVING RISE TO THE LIABILITY.
  • IPcelerate is not responsible for any damage caused by the customer, the customer's environment or any negligent act on the part of the customer.
  • Minor updates, compatible version releases, and patches are considered part of the IPcelerate Software Products and are provided to Licensee under IPcelerate's standard license agreement for the IPcelerate Products, except as such terms and conditions may be modified by IPcelerate.
  • IPcelerate is under no obligation to prepare or release for general availability any updates to IPcelerate Software Products in response to problems reported by the Licensee, or otherwise. In the event that the Licensee desires a modification, extension or addition of function to IPcelerate Software Products, IPcelerate will, at Licensee's request, provide License with an IPcelerate Certified Partner to quote such work subject to that Partner's standard consulting services rates and terms and conditions.

Exhibit A

Covers problem resolution procedures when IPcelerate provides Level 1 and Level 2 support directly to the customer.


I have thoroughly reviewed and understand the above IPcelerate Maintenance Policy,

Company Name: _________________________________________
Signature: _______________________________________________
Print Name: ______________________________________________
Title: ____________________________________________________
Date: ____________________

Note: An electronic signature is acceptable.

 

Exhibit A

Problem Resolution procedure

When IPcelerate provides Level 1 and Level 2 Support directly to the customer

IPcelerate will categorize Licensee problems as provided in the table below and will use reasonable efforts to respond according to the schedule indicated.
The process by which an incident is escalated is determined by the impact to the Customer's business, which is measured by IPcelerate's incident severity definitions. 

Note: IPcelerate will not troubleshoot or be responsible for any of the following:

  • Cisco Unified CallManager
  • CallManager Express
  • Unity Voice Mail
  • IPCC Express or Enterprise
  • Any network infrastructure
  • Third party equipment not provided by IPcelerate

In addition, if a network configuration or any part of a Cisco Unified Communication Solution configuration is changed and affects the IPcelerate product, IPcelerate will not be responsible for troubleshooting problems caused by those changes, but if engaged then Customer may be require to pay for services rendered.

Regular Hours:

  • 8 AM to 6 PM Monday through Friday, except for scheduled IPcelerate holidays.
  • Hours are based in the Central Time Zone.
  • IPcelerate support can be reached at This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Additionally, IPcelerate support can be reached by calling 888-918-4192 and selecting prompt 1
  • International responses determined on a Customer by Customer basis

Priority Definitions

Priority 1 (P1)
  • Business is not operational or there is a critical impact to the Customer's business operations. The partner and IPcelerate will commit all necessary resources around the clock to resolve the situation.
Priority 2 (P2)

Operation of an existing network is severely degraded, or significant aspects of the Customer's business operation are negatively affected by inadequate performance of IPcelerate products. The partner and IPcelerate will commit full-time resources during normal business hours to resolve the situation.

Priority 3 (P3)
  • Operational performance of the IPcelerate equipment is impaired while most business operations remain functional. The partner and IPcelerate are willing to commit resources during normal business hours to restore service to satisfactory levels.
Priority 4 (P4)
  • The Customer requires information or assistance with IPcelerate product capabilities, installation, or configuration on behalf of the partner's Customer or the partner. There is little or no effect on the Customer's business operations.

Product Development Escalation Process

Once an incident has been escalated to Product Development:

  • Work will begin on an action plan for resolving the incident.
  • This action plan will:
    • Document the nature of the incident
    • Note the effect the incident has on the use of the system
    • List the procedures necessary to correct the incident, and estimate completion time of a patch or workaround for the incident
    • An IPcelerate Executive will be notified and will monitor progress till resolution

As IPcelerate’s official commitment, the Technical Support Center will adhere to the response and escalation priority levels as summarized in the following table:

Priority

Level One Support

Level Two Support

Action Plan for

Incident Resolution

Patch or Workaround Availability

Priority 1

Less than 2 hours

Less than 2 hours

3 business days

10 or more business days

Priority 2

Less than 6 hours

Less than 6 hours

5 business days

20 or more business days

Priority 3

Less than 24 hours

Less than 24 hours

20 business days

Next Release

Priority 4

Less than 24 hours

Less than 24 hours

20 business days

Next Release

In the above chart hours refer to clock hours and days refer to business days. When using the Technical Support Center, the Customer will find that the IPcelerate support staff typically out performs the response and escalation times set for each severity level. (Times are from either the receipt of a Telephoned notification of a problem or from the time the support team acknowledges the receipt of an opened Trouble Ticket from IPcelerate’s website.) The above time frames and responses will become null and void if access to equipment or information is denied or delayed by Customer.

 

Getting Started

Contact Us

IPcelerate, a Division of IPC, LLC.
This email address is being protected from spambots. You need JavaScript enabled to view it. 
Phone: 888-918-4192
Fax: 866-253-7546