Support
Documentation
The FreePBX Wiki offers information on everything from installation to configuration and troubleshooting.
Videos
Sangoma’s FreePBX experts offer practical guidance and tips for using FreePBX and commercial modules.
Forums
The FreePBX Community Forums provides a space to ask developers and enthusiasts for help and insight.
D-Series phones and Switchvox Mobile App Users
The D-Series phones and the Switchvox Mobile App have an upcoming expiration (May 28th, 2021) on the SSL certificate when connected to certain versions of Asterisk, FreePBX, PBXact, and Switchvox. Sangoma has developed quick to implement and future proof solutions.
These fixes will require administrator action before May 28th, 2021.
FreePBX/PBXact has included DPMA in Endpoint Manager. However, DPMA version 3.6.1 is a new DPMA implementation that contains the updated SSL fix.
The DPMA Asterisk RPM itself is getting updated, and will be required after Endpoint manager has been updated to (v14.0.68.20+/ v15.0.39.20+). If you are already using Endpoint Manager with DPMA then your endpoint manager module will get disabled and you have to follow below steps to migrate to the updated DPMA.
If Endpoint Manager is already configured with a legacy version of DPMA, additional steps are here;
New 32 & 64 bit versions of DPMA for Asterisk versions 13-18
Example command for the of Asterisk 16 update:
yum update asterisk16-res_digium_phone
(Substitute the 16 with the correct Asterisk version being used)
Or simply;
yum update
For other products, Click here to find your update.
Technical Support from Sangoma
Typically, when you need support, you need it to be prompt, professional, and, most of all, effective. Whether you need help with FreePBX installation and configuration or you need troubleshooting assistance for issues ranging from trivial to mission critical, trust Sangoma’s team of FreePBX support engineers to offer fast and friendly technical support that works.
Support can be purchased à la carte or as a Peace of Mind package (POMP) that offers guaranteed service level agreements (SLAs). These POMPs include a standard amount of support time, dedicated support phone numbers, and remote assistance. Additional support time credits can be purchased in cost effective bundles.
Put your mind at ease with Support Packages from Sangoma
Gold Peace of Mind
The Gold package includes 60 minutes of support credit, dedicated support number, 9-to-6 availability, and more!
Platinum Peace of Mind
The Platinum package includes 120 minutes of support, priority support number, SysAdmin Pro, and 24/7 availability for critical emergencies.
Up & Running Support
Designed to get your new PBX up and running so you can start placing calls. Includes 4 hours of Support Credits for remote setup and configuration.
| Gold Peace of Mind | Platinum Peace of Mind | |
|---|---|---|
| Cost | $399.00 Per Year (Covers 1 system) | $900.00 Per Year (Covers 1 system) |
| Support Credits | 60 minutes Of support included, with more available to purchase. (Applied to customer account and useable for support tickets on any system.) | 120 minutes of support included, with more available to purchase. (Applied to customer account and useable for support tickets on any system.) |
| SLA Level | Standard |
24/7/365 response SLA for Level 1 emergencies (using special access code when calling after hours). Fastest available response time. |
| Support Hours | 9:00 a.m. to 6:00 p.m. CST, Monday through Friday, excluding major US holidays. |
8:00 a.m. to 6:00 p.m. CST, Monday through Friday, excluding holidays, for non Level 1 support issues. Level 1 support issues will be addressed 24 hours a day, 365 days a year, including weekends and holidays. |
| Remote Access | All remote support is provided by connecting to your PBX using SSH protocol on port 22 or equivalent port. | All remote support is provided 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 SLAs. | Sangoma Technologies shall provide support service for the system in accordance with the FreePBX Support Contract Terms of Service except to include the below SLAs. |
| 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 not prohibit communication. Response Time = Within 3 Business Days |
Normal: Basic configuration concerns that impact productivity but do not prohibit communication. Response Time = Within 3 Business Days |
- Support Credits: 60 minutes of support included, with more available to purchase (Applied to customer account and useable for support tickets on any system.)
- SLA Level: Standard
- Support Hours: 9:00 a.m. to 6:00 p.m CST, Monday through Friday, excluding major US holidays.
- Remote Access: All remote support is provided 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 SLAs.
- Level 1 Critical: Production down emergency, Phones Down, All communications down.
- Level 2 Moderate: Single employee unable to function. Response Time= Within 8 business hours
- Level 3 Normal: Basic configuration concerns that impact productivity do not prohibit communication. Response time = Within 3 Business Days
Price: $399 Per Year (Covers 1 system)
- Support Credits: 120 minutes of support included, with more available to purchase (Applied to customer account and useable for support tickets on any system.)
- SLA Level: 24/7/365 response SLA for Level 1 emergencies (using special access code when calling after hours).Fastest available response time.
- Support Hours: 8:00 a.m. to 6:00 p.m CST, Monday through Friday, excluding major US holidays, for non Level 1 support issues. Level 1 support issues will be addressed 24 hours a day, 365 days a year, including weekends and holidays.
- Remote Access: All remote support is provided 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 SLAs.
- Level 1 Critical: Production down emergency, Phones Down, All communications down. Response Time = Within 2 House, 24/7
- Level 2 Moderate: Single employee unable to function. Response Time= Within 4 business hours
- Level 3 Normal: Basic configuration concerns that impact productivity do not prohibit communication. Response time = Within 3 Business Days
Price: $900 Per Year (Covers 1 system)
Training
Want to get professionally trained and become certified in FreePBX? Sangoma offers offer world-class FreePBX training both online and in class from industry experts.
Bug and Feature Requests
Request features and report software bugs to let the engineers and developers at Sangoma know the features users want and issues they are experiencing. These submissions are taken seriously and are a critical way developers, users, and enthusiasts influence the future of FreePBX.