Support Policy

Support Terms and Conditions

Presence Management provides configuration assistance and advice to technicians servicing equipment sold by Presence Management from the iPECS Application, iPECS eMG, iPECS Server, and iPECS UCP product lines.

All persons requesting support are responsible for adhering to the following terms in order to receive support.

Definitions

Technician: An individual employed by a dealer with technical expertise on the iPECS product.

Dealer: A company who resells and installs iPECS equipment to end-users.

Emergency issue: Any issue where more than 75% of the stations at a customer site are unable to function by connecting to the processor, making calls, and receiving calls.

Internet Telephone Service Provider (ITSP): Any company who delivers phone service through an internet connection rather than through a more traditional analog phone line. These providers typically require a modern phone system, computer, or specialized home phone to accept their services.

Product line definitions:

iPECS Application: Products include but are not limited to Click Call, IP Attendant, Offline Web Editor (OWA), Unified Communication Solution (UCS) Mobile, UCS Standard, Unified Device Manager (UDM), and RCC
iPECS eMG: Products include but are not limited to the following processors: iPECS-eMG80 running phase 2 software (or newer) and iPECS-eMG800 with associated modules and compatible stations/soft-phones.
iPECS Server: Products include but are not limited to Call Center Suite (CCS), CCS Reports+, CCS Reports+ACD, IP Call Recorder (IPCR), Network Management Server (NMS), UCS Premium, and Unified Messaging System II (UMS-II).
iPECS UCP: Products include but are not limited to the following processors: iPECS-UCP100, iPECS-UCP600, and iPECS-UCP2400 running phase 2 version 2.x.x (or newer) with associated modules and compatible stations/soft-phones.
Discontinued: CyTrack, iPECS-eMG systems running software versions older than 2.x.x, iPECS-LIK , iPECS-MG, iPECS-UCP systems running software versions older than 2.x.x, ipLDK-60, Pathfinder Digital, Pathfinder IP, Telenium, UMS.

Software Maintenance License: A timed license that, until expiration, permits the addition of other licenses to and software upgrade of iPECS-eMG and iPECS-UCP systems. An active maintenance license is not required to process calls.

Support hours: Unless otherwise defined, the Presence Management support hours are 8 A.M. to 5 P.M. EDT Monday through Friday.

Definition of Installation Support: Installation support encompasses all aspects of planning, programming, testing, and training in conjunction with a new installation.

Definition of Technical Support:Technical support is help with a specific issue or troubleshooting an installed system.

Support rate definitions:

After-hours support rate: $247.50 per hour, billed in thirty (30) minute increments. The minimum billable amount is one hour (60 minutes), All labor is taxable.
On-site support rate: $1775 per day. A day of on-site support is defined as travel or work performed between 8 A.M. and 5 P.M. local time, the after hours support rate would apply to any support provided outside of this time frame. The minimum billable amount is two days, All labor is taxable.
Per day remote support rate: $1775 per day. A day of remote support is defined as work performed between 8 A.M. and 5 P.M. EDT, the after-hours support rate would apply to any support provided outside of this time frame. The minimum billable amount is one day, All labor is taxable.
Standard support rate: $165 per hour, billed in fifteen (15) minute increments. The minimum billable amount is one half-hour (30 minutes), All labor is taxable.
Prepaid support rate: $125 per hour, must be purchased prior to requiring support. The minimum billable amount is half-hour (30 minutes), All labor is taxable.
Support credit hours: Support credit hours are issued at the beginning of each fiscal quarter of the year at the rate of 1 credit hour per every $1,000 spent with Presence Management.

Turnkey server: Any hardware sourced and sold by Presence Management on which an iPECS-Server product is installed.

Virtual machine: An emulated server system on which an iPECS-Server product can be installed. These emulated servers are often hosted by specialized server hardware and/or server operating systems.

Receiving support

Please refer to the appropriate section(s) below for details regarding support for installing a new iPECS-Server, and any discontinued product lines.

A technician must be on-site and have performed all possible troubleshooting steps prior to calling or emailing into support.

Support priority will be given in the following order:

Calling Support at (614) 652-6500
Emailing Support@PresenceManagement.com

Technicians may also request support outside of support hours by scheduling ahead of time with the support team or calling into the support phone number and leaving a voice message in the after-hours support mailbox. The messages are categorized and handled as follows.

Messages left between 5 P.M. EDT and 8 P.M. EDT: A member of the support team will return the call within two hours.
Messages left between 8 P.M. EDT and 8 A.M. EDT: A member of the support team will return the call within two hours. A technician must be on-site and have performed all possible troubleshooting steps prior to leaving a message in the after-hours support voice mailbox. Support for this time is billable at the standard After hours rate as described above.
All other messages left outside of specified hours: A member of the support team will return the call within two hours.A technician must be on-site and have performed all possible troubleshooting steps prior to leaving a message in the after-hours support voice mailbox. Support for this time is billable at the standard After hours rate as described above

Support credit hours

Any time spent on email or phone calls into Presence Management Support will be tracked via our ticketing system starting February 1st, 2020. At the end of each quarter, the amount of support time spent for a given Dealer will be compared against the previous quarters’ sales. If the hours spent on support exceed the amount of purchases for the previous quarter at the rate of $1,000 of iPECS hardware or license sales per support credit hour the dealer will be billed $82.50 per half hour of support hours consumed over the earned support credit hours. Dealers without an existing relationship with Presence Management or with previous year purchases totaling less than $5,000 will be required to prepay via credit card or purchase order for support. All labor is taxable.

Support credit hours are only good for standard support calls between the hours of 8:00 am to 8:00 pm EST.
Support credit hours are only good for email or phone calls to Presence Management Support and cannot be used as On-Site support.
Support credit hours cannot be used for server support or legacy support for the end of life (EOL) or discontinued products.
Support credit hours do not roll over from quarter to quarter.
Support credit hours cannot be used for installation support.

Dealers may send technicians to paid training at Presence Management to earn 15 support credit hours that will expire 1 year from the date of training or until used.

New dealers will be issued an initial support credit of 5 hours. A new dealer may send someone to paid training to receive 15 hours of support credit and familiarize themselves with the iPECS product line.

Support credit hours will only be issued based upon the previous quarters’ sales, and will not be counted until the end of that previous quarter. Due to this, large installations that are purchased and installed in the same quarter may incur additional charges. To help mitigate this Dealer’s will have the following options:

Option one: Presence Management offers prepaid support hours to assist dealers with large installations over the phone or via email. These hours can be added as a line item for large jobs at a discounted support rate of $125 per hour. These will roll over from quarter to quarter and can be used for any job as they are prepaid hours. These hours will be used first before any earned support credit hours and must be purchased via purchase order or credit card prior to needing support services.

Option two: In the case that a large order is placed in one quarter and support hours used to exceed the available support hours earned Presence Management will allow for the usage of support credit hours issued for the following quarter to be applied to the previous quarter outstanding balance. This will only be done once a year and will deduct from the earned hours for the next quarter.

Example: A purchase is made in February for $50,000 and no support hours are available to the dealer. On April 1st the 50 support hours that would be earned can be applied to the outstanding balance of credit hours used for the previous quarter. This will reduce the available support hours for the next quarter. This can only be done once a year.

Additional support via Ericsson-LG is also now available. Ericsson-LG support is based in Phoenix, AZ and is available from 9:00 am to 5:00 pm (Mountain Standard Time). Please be advised that availability is limited and you may be referred back to Presence Management for support. Ericsson-LG support can be reached at 480-424-2041.

Supporting new and existing iPECS Server installations

Presence Management will provide user guides for each server for dealer use. Configuration and training of the technician is not included in the purchase of the server. Presence Management can provide configuration training via a remote desktop session to the technician at the standard support rate if desired.

All server support is billable and does not qualify for support outside normal Support Hours and support credit hours cannot be used.

iPECS Server installations on turnkey servers

Turnkey servers are available from Presence Management for any iPECS Server product. Sales of IPCR, NMS, UCS Premium, and UMS-II turnkey servers include the installation of software and verification that the product is working prior to shipment. All turnkey servers require a 2 week lead time.

CCS/CCX, CCS Reports+, and CCS Reports+ACD have a special installation requirement: The server must be on the same Local Area Network (LAN) as the iPECS call processor and must also have an unrestricted internet connection. Due to this limitation, Presence Management must have the call processor to perform normal installation and testing prior to shipment of the turnkey server. In cases where the iPECS call processor is installed in a working environment and Presence Management is providing the turnkey server, Presence Management will install the software via a remote desktop session after the server hardware has been installed on the iPECS call processor LAN. Training is not provided at the time of the installation but can be purchased at the standard support rate.

iPECS Server installations on non-turnkey servers

Technicians may opt to install iPECS Server products on server hardware or virtual machines their dealer sources or the end-user provides. Presence Management will provide the installation software and manuals to the technician, in addition, to support governed by the following details.

IPCR, UCS Premium, or UMS-II:

Any installation, configuration, and/or training assistance would be billed at the standard support rate for up to two hours. After the second hour of support has been provided the rate changes to the per day remote support rate.

CCS/CCX, CCS/CCX Reports+, CCS/CCX Reports+ACD, or NMS:
Any installation, configuration, and/or training assistance would be billed at the per day remote support rate.

Discontinued product lines

Presence Management no longer provides support for CyTrack, iPECS CCS, iPECS-eMG systems running software versions older than 3.0.8, iPECS-LIK , iPECS-MG, iPECS-UCP systems running software versions older than 3.0.8, ipLDK-60, Pathfinder Digital, Pathfinder IP, Telenium, or UMS I.

Scheduled on-site or installation support

Dealers may request and schedule a Presence Management support technician for phone/email or to visit their office and/or customer site(s) to support the dealer’s technician(s) in either troubleshooting an issue or installing a new system.

The Presence Management technician will arrive with personal computing equipment but is not required to travel with hand/power tools or any installation materials or product. All related product orders should be placed independently and early enough to arrive prior to the Presence Management technician.

Phone/Email Installation Support: Presence Management technician time is invoiced at our standard per hour support rate unless support is purchased prior to Presence Management support as defined by prepaid support rate above.

On-Site Installation Support: Presence Management technician time is invoiced at our per day on-site support rate as mentioned above. Presence Management will arrange for and tally all transportation, lodging, and other expenses for the duration of the trip after which the dealer will be invoiced for all expenses including mileage when applicable.

Maintenance license requirement for iPECS eMG and iPECS UCP product lines

iPECS eMG and iPECS UCP product lines offer the first year of software maintenance for free. Additional software maintenance time is available for purchase.
Presence Management may recommend upgrading an iPECS system to the latest supported release prior to receiving additional support from Presence Management. iPECS eMG and iPECS UCP systems with inactive and/or expired software maintenance licenses are not exempt from this clause.
Presence Management provides tier one and tier two support with escalation to tier three support involving Ericsson-LG Enterprise. All systems must have an active software maintenance license and all devices should be running the latest software release prior to escalation to tier three support.
Maintenance license pricing can be found on the Presence Management dealer configuration tool. It is not the responsibility of Presence Management to provide maintenance licenses at no cost or a discounted cost for dealers or end-users unwilling to comply with the support policy.

SIP Trunking

Due to the number of ITSP Presence Management only provides support for the Presence Management Certified ITSP listed below.
Supported Internet Telephone Service Providers:

nexVortex
Time Warner Cable / Spectrum
Ironton Global
Windstream

All other ITSP will work on the iPECS-eMG and iPECS-UCP product lines but are considered unsupported. Presence Management will support the dealer to the best of our abilities with the configuration of the unsupported ITSP. Please keep in mind that 3+ hours may be spent supporting these configurations.

SIP Endpoints

Due to the number of SIP endpoint manufacturers Presence Management only provides support for 1st Party (iPECS branded) SIP endpoints. Presence Management will provide support for configuring iPECS-eMG or iPECS-UCP processors to accept connections from any 3rd party SIP endpoint, however, Presence Management will not provide support for configuring the 3rd party SIP endpoint itself. This includes any SIP Endpoint sold by Presence Management.

Disclaimer

Mention of third-party sites, products, and software is for informational purposes only and constitutes neither an endorsement nor a recommendation. Presence Management assumes no responsibility with regard to the selection, performance, or use of these vendors or products.