2. Support Policies

Customer support is one of the most important responsibilities within Ringfree and it’s up to every employee to do their part in maintaining the highest degree of support possible whenever it’s required of them. As a company, Ringfree lives and dies by its quality of support as it’s a major selling point over other competing telephone solutions. As such, there are policies in place to ensure that support is managed effectively, efficiently, and in the friendliest manner possible.

General Support

Ringfree offers remote support through the main telephone number and through an email ticketing system. System wide changes must be submitted by an authorized contact from the customer’s organization (see below). 

General Support is available Monday through Friday 8:30 a.m. – 5:30 p.m., and after hours emergency support is available for a system wide outage. Daily Operations and Scheduling are a vital part of our operations. It is imperative that at least one Ringfree employee be working support at any given time. It’s is preferable for there to be two employees with an eye on the support queue (a primary and a backup).

Authorized Contacts

Authorized contacts will be noted in Papal (Ringfree’s internal PBX and customer management platform) and in the ticketing system. It is the responsibility of the Ringfree employee to verify contact authorization for any changes beyond a single user extension.

In the event that a non-authorized user attempts to make system changes, it is necessary to reach out to an authorized contact prior to moving forward. Authorization of new contacts is at the discretion of David Wessell, Molly Wessell, and John Knight.

Ticket Triage

Critical: Any issue with immediate business impact should be marked as Critical and responded to immediately. This includes voice quality issues, service outages, incorrectly routed DIDs, anything related to the customer’s ability to dial 911 or other emergency services, etc. Note that all Critical issues reported via phone should be transferred to the appropriate party immediately. If it is necesarry to get off of the phone with the customer for testing, please set appropriate expectations for a callback.

High: Issues with non-immediate business impact should be marked as High and responded to within 15 minutes of the submission of the ticket. This includes configuration changes, BLF updates, reboots, training assistance, etc.

Medium: Any issue involving an expected time delay should be marked as Medium and responded to within 15 minutes of the submission of the ticket. This includes ordering hardware, ordering DIDs, custom development, etc.

Service Life Agreement

All new tickets submitted during business hours are to be responded to within 15 minutes of the initial submission.  If the ticket can’t be resolved and responded to in 15 minutes, an introductory response to manage customer expectation is required.  Action Needed tickets are to be responded to in 15 minutes or less during support hours. Critical tickets are to be handled immediately.

Ticket Notes

All tickets should be thoroughly documented with internal notes. These notes should support the goal of allowing any other Ringfree employee to take over the ticket with a clear direction at anytime. Notes should include troubleshooting steps taken to investigate and resolve any issues along with any steps taken to meet the customer’s needs.  Any temporary changes performed anywhere within the phone system should be documented with the original settings along with the changes made. Tracking numbers should be included in any ticket requiring a hardware purchase.

Ticket Ownership

All tickets require an owner or primary resource.  If the employee resolving the ticket changes, there will be an official notification to the customer and a change of owner documented within the ticketing system.

Ticket Resolution and Closure

All issue resolutions must be verified prior to marking a ticket as Resolved. The majority of issues will require customer verification. Tickets requiring single or mass phone reboots can generally be verified via the Asterisk command line interface as can temporary holiday changes.

Time Sensitive Tickets

Try to avoid creating tickets that require specific actions at certain times such as temporary configuration changes. Instead we prefer for the customer to call or email with any changes when those changes should be implemented. There will certainly be cases where time sensitive tickets are required due to holidays and other extraneous circumstances, but as a general rule please try to avoid them.

Information Disclosure

Do not disclose proprietary information to customers or IT Partners during the resolution of a ticket. This includes carrier and vendor information, specifics regarding Ringfree’s infrastructure, source code, information regarding other customers and IT Partners, customer contact information, etc.

Rebooting Hardware

Phones and other hardware should be rebooted at the customer’s convenience. In the case of mass phone reboots, this will often require action outside of the customer’s business hours.

Actions Requiring Managerial Approval

Please seek managerial approval prior to the following actions:

  • Resetting any customer premises equipment to factory defaults
  • Issuing an RMA for the return of any customer equipment
  • Going on site at a customer location for any reason
  • Ordering non-standard equipment (paging devices, range extenders, etc)