Support: tickets, on-demand, on site
All support requests go through the beroNet Service Desk. Support is not handled on the telephone: a ticket is tracked against the SLA and stays readable for everyone who works on it. The full technical documentation is in the beroNet Wiki, firmware and tools under Tools and Downloads.
The three levels
Support ticket — free of charge for devices under warranty. First reaction typically within 16 hours during beroNet business hours; the SLA guarantees a response within 48 hours on business days.
On-demand support — a scheduled telephone appointment with remote control. Also available for devices whose warranty has expired, and for questions about third-party VoIP services and equipment.
On-site support — a full day of dedicated on-site support, excluding travel, with a written report of what was done. Two weeks of advance notice required. Request one from sales@beronet.com.
Warranty can be extended from two to five years — see Services. Hardware defects are handled through your distributor; see Returns and RMA.