Technical Support Policy v2.3

V2.3 March 2023

 

1.       Principles

Pragma provides fast and effective technical support as this is key to ensuring successful new system deployments and rapid resolution of both installation and in-life technical problems.

This document explains the service we provide, what you should expect from Pragma, and what we require of you to ensure we can deliver a fast, friendly, effective and consistent technical support service.

 

Pragma provides full training to our partner’s engineers who provide direct installation and maintenance services to the end user. Details of the iPECS training courses and engineering certification programme are available here: Training. Pragma’s technical support is designed as a back-ups to this training.

 

Pragma provides an extensive online Technical Resource Centre and knowledge base so you can quickly find the information you need: Link, Documents Library: Link, Warranty & Repairs: Link

 

 

2.       Policy

Before escalating an issue or question to Pragma Technical Support, please note the following:

• Only trained engineers should contact technical support – this means they must be trained on the specific products which the issue or question relates to. (We cannot offer support to an engineer that has UCP training but is looking for cloud support).
• All on site or ISP networking issues must have been tested and checked before contacting the support desk.
• Pragma will decide if an engineer’s existing certification is still valid or if they require additional training before offering support to the engineer.
• Open tickets will be closed if we do not have a response on the ticket within five days of a request.
• We recommend checking the knowledgebase, the manufacturer’s manuals and documentation, Pragma Frequently answer Questions and Technical Library on our support portal before contacting us.
• In the case of a fault, the engineer must undertake normal maintenance diagnostics in order to isolate the problem, including
• replacing hardware,
• isolating/checking PSTN or customer’s network,
• applying the latest versions of firmware,
• checking for known issues with different types of routers. (SIP ALG, multicasting, IPV6).

 

 Pragma will not accept technical support requests from:

• Untrained engineers
• Engineers who have failed to take reasonable steps to resolve the issue prior to contacting technical support

 

Pragma will provide reasonable assistance to a trained engineer to help with the installation or set up a system, feature or application.  However, if due to the complexity of the installation, or lack of knowledge and/or experience of the on-site engineer this assistance requires more than 30 minutes of input from Pragma technical support, we may decline to offer further support and request that a chargeable remote installation support service is ordered and scheduled. See section 4 for information on how to order this.

 

 

1.  
1. Service Levels

 

Implementing the policy above is vital in order to clearly define the role of technical support and valid use of this service. In the case that a reseller has followed the policy and raised a valid escalation to Pragma – our objective is to respond within 30 minutes to that request. If we are aware that the issue being escalated is service affecting, we will endeavour to prioritise it over non-service affecting support requests. Please note that this does not constitute any legal or contractual obligation or guarantee and is based on best endeavours.

 

2.  
2. Pragma Technical Support Process

 

Once a trained engineer has carried out all reasonable steps to resolve an issue, as outlined in section 2 above, they should raise a case with Pragma technical support via the helpdesk portal or telephone.

• Helpdesk portal:  https://help.wearepragma.co.uk/pragma-technical-support
• Telephone 01903 927100

 

To ensure that we have all information needed from you before you log a ticket, please refer to Appendix A. Pragma reserves the right to refuse tickets if the information detailed in Appendix A is not provided.

 

When raising the case, please explain the urgency of the case – where a total system failure or significant outage has occurred, these cases will take priority over nonservice affecting cases.

 

A Pragma Technical Specialist will follow up and provide assistance and advice to resolve the issue. It remains the resellers responsibility to undertake any remedial action required, which may include software updates, reprogramming or taking system/network traces to help identify the cause of the problem. The reseller should ensure that Pragma is advised of every action taken and the results of any changes, including confirming once the issue is resolved in order that the case can be closed.

 

Trained engineers can have access to the Pragma technical support system, in order to check, update and review the status of any open cases, and to raise new technical support request, to login to the portal please visit https://help.wearepragma.co.uk/pragma-technical-support.

 

 

2.3   Pragma Technical Support Escalation Process

 

Should you wish to raise a technical escalation, please find the escalation path detailed below.  We will of course deal with your escalation as quickly as possible but please allow four hours post escalation for a response from each tier. Please also ensure you contact each level in order. Please make sure you copy in your Pragma account manager to all escalations for visibility.

Fault Escalation Matrix – iPECS, SO Wi-Fi, Phone-Link, iPECS2Teams and iPECS Cloud Mobile:

 

 

2.4   Standard Technical Support Opening Hours

 

Business Day Excluding Bank Holidays:

• Monday to Thursday 09:00 – 17:30 hours.
• Friday 09:00 – 17:00 hours.

Extended service desk hours uplift available for specific installations/projects via prior arrangement as a chargeable option, see section 4 for more information.

 

3.       Out of Hours iPECS Cloud Emergency support

 

Pragma offer 24 by 7 by 365 emergency support for the iPECS Cloud Platform. If there is a suspected issue with the iPECS cloud platform please refer to the below link for Cloud Service Status, Updates on any known issues as well as a form to submit urgent requests for suspected cloud platform issues. Please note you will need to have access to our partner portal to access the below form and request out of hours support. We aim to respond to requests raised within an hour of them being logged.  

 

You can log an out of hours request and view the status of the cloud platform here.

 

4.       Pragma Professional Services

Pragma offers a professional service to help resellers with any backend changes to the cloud platform that are not a result of fixing a fault. Please note this is a chargeable service and will not be undertaken as part of our technical support function.

 

To order this service, simply log a ticket with Pragma support and our helpful engineers will guide you through the process.

 

4.1 Remote Service Cost for Standard Working Hours Service

• 1-hour remote session £85.00
• ½ day remote £300.00 (4 Hours)
• 1 day remote £500.00
• Rates are based on a 8.5 -hour working day between the hours of 9:00 and 17:30 (including an hour for lunch)

 

4.2 Remote Service Cost for Out of Working Hours Service

• 1-hour remote session £200.00
• ½ day remote £600.00
• 1 day remote £1050.00
• Rates are based on after hours being 17H30 – 09H00 Monday to Friday and Weekends and Bank Holidays.

 

4.3   Availability

Proposed dates are not secured until a Sales Order has been generated by Pragma O&P, and we have confirmed via the open professional service ticket that the dates are secured.

  

5. DOA Process

Our DOA policy covers out of box failure of any of our products for 30 days after purchase. Please find details of the process below:

 

1. 1. Contact our Tech Support team to verify your DOA on 01903 927101. We will need the following to validate your enquiry, so please have this information available when you call:

a. Serial Number
b. Order Date
c. Pragma Invoice Number

2. We will open a ticket and we will send you a DOA form that details all items that have been approved for return as DOA’s. You must print and include this form with the items you return. Once your DOA is confirmed we will immediately dispatch a replacement item & raise an invoice for the replacement sent

3. If you have requested to use our SWAP OUT service when you report your DOA with tech support, we will collect the DOA item when we deliver the replacement. If you choose not to use the SWAP OUT service, you will need to arrange return of the DOA item to Pragma within 30 days of the DOA been raised by support. Please note that if the item is note given to the courier when delivering the replacement item, the return cost we be for your account and not Pragma.

4. Once the DOA item is received at Pragma and the fault has been verified, we will raise a credit for the invoice that the DOA item was shipped against.

5. If the DOA item is not returned to us within 30 days from reporting the DOA to us, a credit will not be raised and both invoices will be payable. If the DOA item is found to be working order then the item will be returned to you and both invoices will be payable. 

 

 

6.       Third Party SIP Devices

Only third party Sip devices listed on our Approved List can be connected to iPECS Cloud. The list of currently approved devices is available here: https://help.wearepragma.co.uk/pragma-technical-support13065209

When Pragma tests a third-party SIP device and adds a third-party SIP license to the platform, Pragma tests the registration of the third-party SIP device to the cloud platform and basic call functionality on the device e.g., inbound calls, outbound calls, transferring. Pragma does not test device specific functions e.g., flex keys or door release.

When Pragma has completed basic call functionality tests, we will add the license to the cloud platform. This license is added with a unique identifier used for this specific device and firmware version only. Pragma only supports basic call functionality on this exact device type and firmware version. Any variations of the approved third-party device will need to be tested and added to the third party approved list on request and submission of a business case or our partners can opt to pay a £800.00 fee instead of submitting a business case. Our business partners can also opt to pay this fee if the business case is rejected.

 

Any third-party device not on the approved list found to be connected will be disconnected without notice.  If any such device is found to cause operational issues with the iPECS Cloud platform, Pragma reserves the right to charge the reseller a fee of £1000 per hour for resolving the technical issue.

 

Should you wish to add a device not on the Approved List then complete the request form. Pragma will respond to confirm if we are able to accept this device for testing or not. If accepted, the reseller needs to provide a device where and that the device will remain with Pragma for future testing. A discretionary £800 testing fee may be applied and evaluated on a case-by-case basis. Expected lead time for testing a new device is approx. 2-4 weeks.

 

3.1 Third Party Device – Ascom i63

Interoperability: Ascom i63 is supported across iPECS UCP and iPECS Cloud, we underline the importance of due diligence with regards to the customer Wi-Fi environment. The ASCOM interop website contains details of the Wi-Fi vendors and specific software/firmware levels plus versions of Access Points and Controllers that are supported. Only Ascom i63 devices used within Wi-Fi environments listed on the ASCOM interop website can be supported by Pragma and Ascom.

Programming: Please note that the Ascom i63 is no longer supplied by Pragma and as a partner you will need to deal with your chosen supplier to help with any programming issues you may have with the Ascom i63.

 

 

7.       Vendor Technical Support Processes

 

3. Mondago Technical Support Process

1. Pragma contacts ELG to request technical support by raising a ticket with as detailed information as possible for ELG and Mondago to investigate the details and provide the Pragma team with appropriate resolutions.

 

2. ELG raise a ticket to Mondago for their support. Mondago’s technical support scope covers software issues, Q&As about parameter settings, and configuration errors. If the technical support case is out of the support scope, a reasonable expense incurred by Mondago’s support would be charged in a way of order placement after discussion.

 

3. The Mondago Service Desk team will then provide support to Ericsson-LG who will pass detailed instructions to the Pragma team.

 

4. If the partner needs Mondago’s remote access and additional support, Mondago will provide a quote for the service fee. The Partner must provide a PO for the support fee so the order for support can be placed and will need to be paid before the support is provided.

 

 

4. ContactQ Technical support process

Partners must contact  support@braxtel.com for 1st line  support.

 

The above mailbox is monitored by our Braxtel Business Managers. If an escalation is needed put “Escalation” in the header. The Pragma support desk manager will be cc’d on all escalation replies from Braxtel.

 

 

5. Tollring Technical Support Process

All support requests for Tollring products should be raised directly to the Tollring support desk.

• Helpdesk portal: http://www.tollring.com/support/

To ensure that Tollring have all information needed from you before you raise a ticket, please make sure you have the following information available Note **. It is essential that this information is provided to facilitate a quick resolution.

 

Nate** Installation Key – This can be found under the license information when logged onto the call management software.

Customer name, Contact number, Phone system and Remote access details. Please note that no files bigger than 20mb can be uploaded via the Tollring ticket.

 

iCall Escalation Matrix: