At Bicom Systems, we strive to provide exceptional support to ensure a positive experience with our products and services. To maintain transparency and set clear expectations, this document outlines the limitations of our support assistance.
Our support team is dedicated to providing assistance related to our products and services. It is important to acknowledge that our expertise is not extended to comprehensive support for network troubleshooting.
If an issue reported to our support team leads us to suspect a network-related cause, we are prepared to offer initial guidance on potential areas of concern. This guidance is intended to facilitate your internal investigation or serve as a basis for discussion with partners’ network administrators.
However, it is essential to recognize the boundaries of our support capabilities. For in-depth network troubleshooting and resolution, we strongly recommend enlisting the expertise of specialized network professionals who possess the requisite skills for addressing complex networking issues.
Examples of network troubleshooting include, but are not limited to:
Our support team is unable to assist with the configuration of network devices. Configuring network devices demands specialized knowledge and expertise in networking protocols, hardware, and configurations—areas that lie beyond the scope of our support services. If our partners encounter the need for network device configuration, we recommend seeking the assistance of qualified professionals with the requisite skills in these domains
The Bicom Systems support team cannot provide assistance with the installation of our products. If you are in need of help with the installation or initial configuration, you need to contact your account manager.
The Bicom Systems support team cannot provide guidance or perform installations of additional packages on behalf of partners. Installing these packages poses the risk of affecting running services. We highly recommend carrying out such operations in a controlled or test environment. Choosing to do so directly in a production system will be at their own risk.
The installation of third-party software is not recommended and falls outside the scope of our support services. Our team is unable to assist with such installations. If our partners choose to proceed with the installation independently, it's important for them to understand that they do so at their own risk.
During troubleshooting, if reported issues are found to be caused by installed third-party software, we reserve the right to charge for the time spent on troubleshooting. This will be considered maintenance, as outlined in our WIKI page.
Our support team is dedicated to providing exceptional assistance for our products, ensuring a seamless experience for our partners. However, troubleshooting third-party software falls outside the scope of our support services, and unfortunately, we cannot provide assistance in this regard. This policy also extends to third-party applications.
Our support is specifically designed to help with supported applications and devices. For more information, please refer to the Supported Devices section.
If issues with the partners’ system are caused by third-party applications and software installed on their system, and they request the Support Team to investigate and rectify it, it will be considered as maintenance and will incur charges according to the procedure outlined here.
Please be aware that when third-party software and applications are installed, there is no guarantee that our team will be able to resolve these issues.
Collaborating with third-party vendors or developers falls outside the realm of our support services, which are specifically designed for our partners. Our company policies prohibit direct interaction with third-party vendors or developers. If it becomes essential to engage third-party partners, it is their responsibility to facilitate the exchange of information between us and the third party.
Our products are designed to integrate smoothly with specific third-party software. While these integrations are supported, please note that our Support Team is unable to assist with the creation or configuration of third-party systems. Responsibility for configuring integrations rests with our partners.
For instance, when integrating with a CRM system, detailed instructions are available on our WIKI page and knowledge database on the Customer Portal to guide you through the process successfully.
However, configuring these integrations is our partners’ responsibility, as it falls outside the scope of our support services.
Rest assured, our Support Team excels at troubleshooting any issues that may arise, leveraging log files from our systems for efficient problem-solving.
All our comprehensive HOWTO guides are easily accessible via our WIKI page and Customer portal:
EOL products, devices, and applications, including the EOL underlying operating systems (OS) on supported applications/devices
At Bicom Systems, we are dedicated to delivering modern products and services that cater to the needs of today's world.
However, with the introduction of new versions, we are no longer able to provide support for End-of-Life (EOL) products, devices, and applications. This means if the partner is still using EOL products or applications like older versions of PBXware, SERVERware, or gloCOM, our Support Team cannot assist in troubleshooting or fixing issues related to these versions.
Please be aware that there's no guarantee EOL versions will function correctly, and any efforts we invest in resolving issues with them may be considered maintenance work, subject to charges based on the hours required.
Note: In order for the Support team to proceed with troubleshooting any EOL product (PBXware or SERVERware) the partner is required to proceed with requesting and opening an upgrade ticket.
Instructions on how to open a PBXware upgrade request can be found on the following page.
Instructions on how to open a SERVERware request can be found on the following page.
For further details on our maintenance policy and custom project packages, please refer to our WIKI page.
You can find a comprehensive list of what is considered End-of-Life on our page.
Examples of EOL items we cannot support include but are not limited to:
For a detailed list of supported devices and operating systems, please visit our Supported Devices page.
The Support team cannot assist you with troubleshooting issues that may arise if a non-supported device or application is being used. For instance, if a 3rd party softphone is being used instead of our gloCOM application, or if a UAD device not on the list of supported devices is in use.
Basic functionalities such as registration and making calls can be investigated by our team, and we can provide insights into any potential issues. However, if the problem cannot be resolved within a reasonable timeframe, the engineer reserves the right to cease troubleshooting and direct you to the list of supported devices and applications.
Our Support team’s requirements are outlined on our WIKI page.
Please be aware that we cannot assist with procedures like Upgrades, Updates, Patching, and similar tasks if direct access is not provided to us.
Additionally, troubleshooting will not be conducted if our support requirements are not met.
To ensure the stability and safety of your production systems our support team is unable to use remote access applications (such as Anydesk, TeamViewer, and similar) to perform any form of maintenance on remote systems.
Certain exceptions however exist, for example,
If our Development team, particularly for real-time observation needs, such as diagnosing issues with gloCOM on a single PC, or by our support engineers, if they decide that such a session will expedite the process of troubleshooting.
The decision to use remote access tools lies solely with our team, and we reserve the right to refuse their use.
Our team does not offer assistance for troubleshooting and resolving issues stemming from custom configurations or custom dial plans on your system.
While we do provide help with creating custom XML files for UADs or dial plans as part of our Maintenance package (please refer to more details under Maintenance and Custom Project Package), it's important to note that we undertake such tasks only at your request. We cannot provide ongoing support for these modifications in the future.
This is particularly relevant if custom configurations fail to function after a system upgrade, firmware change on the UAD, or similar events.
Core services modifications entail adjusting or enabling specific options within backend services such as Asterisk, MySQL, and others, and addressing any issues that may emerge from these adjustments. Any attempts to resolve issues stemming from custom configurations are deemed maintenance and may incur associated fees.
As part of our maintenance package, the support team can consider assisting in creating a custom script for your system. This service is considered maintenance and is subject to charges based on the hours worked.
The decision to implement a custom script on the system is solely based on your request. However, any subsequent issues or repairs stemming from the custom script will not be covered under our support contract.
Additionally, any custom script not developed by our team will not undergo examination or troubleshooting as it falls outside the scope of Bicom Systems' official support. This precaution is taken due to the potential for unforeseen issues that may arise.
Rectifying any issues arising from the execution of custom scripts on your system may involve additional fees, and we cannot guarantee the ability to restore or revert to the original state.