Support Service Plans

As a leader in VoIP technology, Media5’ Support Services is always ready to help you optimize your VoIP network. Our experts have the experience, knowledge, and resources to provide the highest levels of support for any Media5 product or VoIP solution globally.

Get direct, one-stop access to Media5’s award-winning technical support through one of our convenient Service Level Options:

^{Note: all Support Service options can be customized to meet your specific requirements}

Support on Demand Premium SLA Extreme SLA Red Carpet SLA Get a Plan

Clients who purchase the Support on Demand services will be able to contact trained support specialists via telephone and web portal to get access to:

Assistance with:
- advanced configuration
- product deployment questions
- problem diagnosis and resolution
Product usage question and support assistance
Direct access (business hours) to support technicians who can help you with your urgent questions/requirements
Single Access to the Media5 Support Portal (MSP) for incident submittal, tracking and reporting

On Demand Pricing
* A one time, $25 setup fee applies for the purchase of one hour on Demand.

Priority request processing with committed response time
Up to 20 hours of Remote Support
Access to the Media5 Support Portal (MSP)
Up to 5 Authorized Technical Contacts
Online Support Incident submittal, tracking, and reporting
Phone Support on submitted incidents during business hours
Assignment of a Primary Support Specialist
Maintenance update and firmware upgrade notification
Creation and maintenance of 1 firmware profile (custom factory default settings) for 1 year

24/7 Emergency Support
Priority request processing with committed response time
Up to 20 hours of Remote Support
Access to the Media5 Support Portal (MSP)
Up to 5 Authorized Technical Contacts
Online Support Incident submittal, tracking, and reporting
Phone Support on submitted incidents during business hours
Assignment of a Primary Support Specialist
Maintenance update and firmware upgrade notification
Creation and maintenance of 1 firmware profile (custom factory default settings) for 1 year

Media5 offers a fully customizable SLA for clients who have specific terms and conditions which need to be adhered to. Our Red Carpet SLA is created through planning and consultation between both Media5 and prospective clients to achieve a solid and guaranteed service level agreement, delivering support services as per the customers’ expectations.

Example of Red Carpet Customized Service Level Agreement (SLA)

Customized hours of Remote Support
24/7 Emergency Support
Priority request processing with committed response time
Access to the Media5 Support Portal (MSP)
Customized number of Authorized Technical Contacts
Online Support Incident submittal, tracking, and reporting
Phone Support on submitted incidents during business hours
Assignment of a Primary Support Specialist
Maintenance update and firmware upgrade notification
Firmware profile creation and maintenance
Incident Priority Ranking (weekly report)
Firmware Upgrade Transition Plan
Conformance to customer’s support policies