Variphy Technical Services Agreement

Our Customer Service Policy

At Variphy, we take great pride in providing unparalleled, responsive, and personal service and support to our customers and partners. Our technical team is comprised of solutions and systems engineers available and eager to assist with questions and issues regarding the installation, configuration, optimization, and use of our products.

Our Support Hours of Operation

Our normal support hours are monday-friday 7:00am to 5:00pm US/Pacific Time and our team will make every effort to respond to your inquiries as quickly as possible.

You'll often hear back from us within minutes but if not, a response will absolutely be returned within 1 business day. Please keep in mind that there may be U.S. based holidays involved.

What Services Are Included In Our Annual Maintenance?

Product installation, configuration, initial training, and technical support is included with a valid annual maintenance subscription and license of Variphy Insight. This also includes answers and recommendations for such questions as, but not limited to:

  • What are the system requirements for installing Variphy Insight?
  • How do I configure Remote Phone Control to work with my Cisco IP phone?
  • Can you show me how to generate a report showing which IP phones are registered?
  • How do I schedule a Call History report to be emailed to my team automatically each week?
  • What is the cause and/or solution to this error message?

In addition, we are always eager and happy to hear about how we can improve our products. We welcome your feedback and often look to implement updates and new features as a direct result.

Standard Technical Support Services Included

Pre-Installation
Server Requirements Gathering & Design Included
Installation
1 x Production Installation of Variphy Insight

  • Assistance with additional installations, server migrations and/or re-installations is not included and may be subject to additional technical support service charges
Included
Per CUCM Cluster Licensed (if applicable):

  • CUCM Application User Configuration
  • CDR Billing Server & Processing Configuration
  • Scheduled Audit Log RTMT Delivery Configuration
Included
Post-Installation
Initial Product or Feature-Specific Training for Administrators and other Users

  • We do not normally keep track of training time and we have never had to refuse service (and would prefer not to have to). We merely need to establish clear and reasonable expectations so that we can provide consistent and quality service for all users


Initial Configuration/Customization, including but not limited to:

  • User Access & Permissions
  • Call Analytics Dashboards, Reports, Rate Tables & Schedules
  • Phone Control/Macro Configuration
3 Hours Total

(Remote/Webex)
Ongoing Application Support & Troubleshooting

  • Direct communication with Variphy support (email, phone, or Webex)
  • Diagnosis of known bugs or those you identify or encounter as well as resolution/patch fixes as soon as possible
  • Access to all new product revisions and assistance with upgrades as needed
Included

What Services Are Not Included In Our Annual Maintenance?

Variphy’s annual maintenance subscription is designed to provide our customers with all the information and support necessary to both administer and operate our products to return the most value possible. In order to maintain lower maintenance subscription costs, we must provide reasonable limitations on the support services included with your annual maintenance subscription.

Additional administrator or user training, configuration, customization, installations, and/or migrations beyond what is defined in the Standard Technical Support Services Included section above is not included in the annual maintenance of Variphy Insight.

While we believe we’ve designed and built one of, if not the easiest, products to use and are committed to training our customers on its use, we recognize that many of our customers would prefer some additional help with expanded configurations (such as configuring many reports), which we can often complete more efficiently for them.

Variphy Online Self-Service

Our system and solutions engineers take great pride in producing useful and thorough user guides, how-to articles and other documentation, complete with screenshots, which is all available in our online knowledge base at www.variphy.com/kb.

We encourage you to familiar yourself with our knowledge base. It contains a wealth of information, including videos, which we regularly update as part of our standard product development and improvement process.

Additional Variphy Technical Services Available

Having worked within the collaboration and unified communications arena for many years - some as early as Cisco CallManager 2.3, we, at Variphy, fully understand and appreciate the complexity of the infrastructure, applications, providers, and users which our customers must manage on a daily basis.

While we believe we’ve designed and built one of, if not the easiest, products to use and are committed to training our customers on its use, we recognize that many of our customers would prefer some additional help with completing additional configurations (such as configuring many reports which different users have requested), which we can often complete very efficiently for them.

As a result, we happily offer the ability to purchase additional technical support/services either up-front or as-needed. All technical services are eagerly performed by our systems engineering team, which can be used for such assistance as, but not limited to:

  • Additional administrator and/or end user training
  • Design/configure user permissions/accounts, Call Analytics reports, dashboards, and/or schedules
  • Server migration or re-installations

Additional Technical Services Pricing
Standard Remote

  • Performed Remote via Webex or Equivalent
  • Subject to U.S. based holidays
$200/Hour

or

$500/3 Hours
3 Hour Minimum Purchase

How To Request & Purchase Additional Technical Services

Additional technical services may be purchased at the time of initial product purchase, as part of the annual maintenance renewal, or as-needed basis. Upon request, Variphy will add the appropriate services cost to the product license or renewal quote, or generate an appropriate purchase order.

Variphy will track the use of additional technical services to the nearest hour. When requesting additional support/services, Variphy will provide an estimate (in hours) and inform you if additional services time needs to be purchased.

How To Request Technical Assistance or Support

Opening a support case is very easy. Simply contact our technical assistance center by any of the following:

Email support@variphy.com (recommended)
Web www.variphy.com/support
Phone +1-855-VARIPHY (827-4749)

The easiest way to submit a ticket is to simply email your problem description to support@variphy.com. This will automatically create a helpdesk ticket in our system and notify our support team so that the next available engineer can assist you. You should receive an automated response immediately, followed by a response from one our agents as soon as someone is available. If a reply is not received by the next business day, then your inquiry or our response may have gotten lost due to mail routing or spam filter issues. If you do not get a response in a timely manner, or if your issue is urgent, please contact our support phone number and leave a voicemail with your contact information so that we can respond to you as quickly as possible.

To ensure the most efficient response when requesting support, please provide as much information as possible so that the proper support personnel and resources can assist you, such as:

  • Your current Variphy product and version
  • Your applicable Cisco product (CUCM, etc.) versions
  • The log files from applicable Variphy product(s)
  • Steps you performed or to reproduce the issue experienced, if applicable