Choose the FreePBX support contract that is right for you. All technical support is provided by the expert engineers who design, develop and run the FreePBX project. We can help with everything from implementation assistance to upgrades and production down emergencies. The FreePBX support experts are a team of dedicated FreePBX professionals who communicate clearly and focus on rapid problem resolution.  Please review our full FreePBX POMPs Terms of Service on the Sangoma Website Legal Page for all details related to your POMPs purchase.

Basic Peace of Mind
Platinum Peace of Mind Add-On

Cost $399.00 Per Year (Covers 1 system) $900.00 Per Year (Covers 1 system)
Requirements None You must have a valid Basic Peace of Mind Package.
Support Credits 60 Minutes Of Support Included (Additional support credit can be purchased) All support credits are applied to the customer account and can be used for any system that the customer opens a ticket on. 120 Minutes Of Support Included (Additional support credit can be purchased) All support credits are applied to the customer account and can be used for any system that the customer opens a ticket on.
SLA Level Standard Platinum Support Contract includes 24×7 365 response SLA for Level 1 emergency’s by entering a special access code when calling after hours support. Fastest available response time.
Support Hours Support offered between the hours of 9:00 a.m. and 6:00 p.m., Monday through Friday, Central Standard Time (“Business Hours”) excluding Major US Holidays. Extended Normal Support Hours between the hours of 8:00 a.m. and 6:00 p.m., Monday through Friday, Central Standard Time (“Business Hours”) excluding Holidays for Level 2 through 4 support issues. Level 1 support issues will be addressed 24 hours a day, 365 days a year.
Remote Access All remote support is done by connecting to your PBX using SSH protocol on port 22 or equivalent port. . All remote support is done by connecting to your PBX using SSH protocol on port 22 or equivalent port.
Support Service Level Agreement Sangoma Technologies shall provide support Service for the system in accordance with the FreePBX Support Contract terms of Service except to include the below SLA’s. Sangoma Technologies shall provide support Service for the system in accordance with the FreePBX Support Contract terms of Service except to include the below SLA’s.
Level 1 Critical: Production down emergency, Phones Down, All communication down. Response Time = Within 4 Business Hours Critical: Production down emergency, Phones Down, All communication down. Response Time = Within 2 Hours 24/7
Level 2 Moderate: Single employee unable to function. Response Time = Within 8 Business Hours Moderate: Single employee unable to function. Response Time = Within 4 Business Hours
Level 3 Normal: Basic configuration concerns that impact productivity but do now prohibit communication. Response Time = Within 3 Business Days Normal: Basic configuration concerns that impact productivity but do now prohibit communication. Response Time = Within 3 Business Days