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. 

Technical Support from Sangoma

Typically, when you need support, you need it to be prompt, professional, andmost of alleffective. 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.

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Put your mind at ease with Support Packages from Sangoma

POMPS Gold Icon

Gold Peace of Mind

The Gold package includes 60 minutes of support credit, dedicated support number, 9-to-6 availability, and more!

POMPS SIlver Icon

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 package logo

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
POMPS Gold Icon
  • 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)

Purchase
POMPS SIlver Icon
  • 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)

Purchase

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.

Tango Picking modules

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.

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