• Microsoft Applications (SQL Server, Exchange, Hyper-V, SharePoint, Windows Server 2008, 2012, 2015, Office 365, Dynamics CRM, Lync)
• VMware, Citrix Xenserver, Lotus Notes
• Cisco, Avaya, T.38, SIP, Dialogic, SAP, Oracle, Multi-Function Devices etc.

FaxCore Support Services:

• Vendors don’t provide onsite support.
• Vendor maintenance & support is required during year 1 of your initial purchase.
• Unlimited long distance phone support is provided to both clients directly and Connectis on behalf of the client when a vendor maintenance plan is purchased.
• Vendors will not provide support to Connectis on behalf of clients who’s contract has lapsed.
• Vendors provide new version upgrades, patches, point releases when requested during the maintenance period.
• Service times are dependent on the contract level of service purchased.
• Vendor services are limited to currently supported versions.
• Pricing fees vary and are based on quantity of products in use + level of service required.

• FaxCore Standard Support is provided within 24 hours of the next business day or sooner. 75% of all received support requests are responded to within 4 hours or less of receipt of the support request.
• Routine Support Hours: 7.00am to 6.00pm, Monday through Friday Mountain Time (GMT-7) • Emergency Support is provided within a 4 hour response time between 7.00am – 6.00pm, Monday through Friday Mountain Time (GMT-7) Emergency Support Defined
• No outbound calls, no dial tone or unable to break dial tone. • No inbound calls, ring no answer (RNA), system wide lack of audible ring. • Single or greater T-1 failure / outage or degradation of service. • 50% or greater system failure / outage not caused by a power outage.

• Routine Support same day response (24 hours daily, 7 days weekly), response time within 24 hours. • Emergency Support, 4-hours response (24 hours daily, 7 days weekly)

FaxCore Support E-mail – Primary Communication Link

• Send support requests to support@faxcore.com.
• Include Company name, contact name, phone number and email address, and describe the problem in detail.
• A Support Ticket is automatically generated by your email. All incidents are tracked with history and solutions to better support your staff.
• You’ll be emailed the “incident tracking #” which must be provided by you when requesting support for existing or closed incidents.
• In the event your server is completely inoperable, type “Server Down” in the subject line of your support email request.  In the event there is a question regarding a new installation provided by Connectis Group, type “Installation Request” in the subject line of your support email request.

• For phone support dial 720-870-2900 x302
• or at the voice prompt, say “Support”.
• Leave a voice message at the prompt, stating your issue in detail. Note: Email is the primary method for opening a trouble tickets.

To better serve your support request, please ensure:

• The caller is an IT staff person with all Administrative privileges needed to access all applications or network components related to the FaxCore Deployment.
• Telecom technician and/or telecom service provider is on site or on call for any telephony related issues.
• Data/SQL network technician is available or on call.
• If integrated with email, the messaging Administrator is available.
• If integrated with and 3rd party application (Workflow, ERP, EMR etc.) the Administrator should be available.

• You can access the etherFAX Customer Portal anytime to check on the volume page count. You will need your Account, Username and Password to gain access.
• https://clients.connect.etherfax.net/login.aspx?ReturnUrl=%2f