Customer Support
Epygi Support Summary and Procedures
Epygi takes pride in offering reliable and affordable support for small to medium-sized businesses through our certified Integrators. We assist you in finding cost-effective networking solutions while ensuring you can fully utilize all the features of your system. Our collaboration with Distributors and Integrators prioritizes your business’s specific needs.
Integrators who prefer direct support from Epygi, we offer Technical Support Plans. Please note that Epygi does not provide direct support to end-user customers.
Support Responsibilities
Epygi provides its documentation and software to all customers. Many technical questions can be addressed through the support portal and the Knowledge Database. End-user customers should seek direct technical support from the Integrator who installed their system or from another authorized Integrator if the original Integrator is unavailable.
Epygi offers technical support to its Distributors, Integrators, and end users through various methods.
All Distributors, Integrators, and end users with a valid QX serial number will have access to Epygi’s Channel Portal, which includes:
- Firmware downloads and release notes for all products
- Product Manuals: Installation, Administrator’s Guide, and End User Guide
- A Knowledge Base
- Various user guides and white papers detailing specific applications and features
- Technical and sales training materials
Integrators and Distributors can also receive direct technical support via the Channel Portal by reporting incidents related to technical issues.
Free Demo Unit
Paid Support Plans
Single Incident Support – Integrator
- A single incident request can be submitted through the online Channel Portal.
- Response time: within 3 hours during regular working hours
- No phone support
- Cost: $100 USD per incident
Yearly Technical Support – Integrator
- Integrators that have been validated by their Distributor and have an active Channel Partner status have the option of purchasing a yearly support plan for either ten or twenty incident requests per year, commencing when service has been paid. Allotted requests do not accrue from year to year.
- Response time: within 24 hours
- No phone support
- Cost: $500 USD per year for twenty incidents
- Cost: $200 USD per year for five incidents
Yearly Unlimited Technical Support – Integrator
- Unlimited incident requests submitted through the online Channel Portal
- Response time: within 3 hours during normal working hours
- Phone Support during regular working hours
- No after-hours phone support
- Cost: $1,000 USD per year
If you are interested in purchasing a support plan please use the secure Paypal checkout above. You can also reach out to us at [email protected]
Configuration Support
Configuration Conversion
- Professional migration service for any existing QX or Quadro configuration to a new QX appliance or ecQX cloud instance. This does not include the cost of any license keys for the new unit.
- Cost: $300 USD
QX Configuration Assistance
- Expert technical support for “from-scratch” setups. Includes a 4-hour block of dedicated assistance for any QX or ecQX system. The specifics of the configuration and details of the work to be done will need to be provided in advance, including call scenarios, names, extensions, SIP trunk provider and account details, DIDs, configuration scenarios, etc..
- Epygi will not work directly with end customers or assist with configuring any network equipment.
- Cost: $500 USD