From software installation and configuration to server migration and low-level debugging, our Professional Services team has been delivering high quality services since 2002.
All 4PSA software subscriptions come with an included support package. Additionally, we can assist our customers with consulting services.
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We carried out more than 250,000 interventions on more than 35,000 servers in the past 16+ years. Exceptional quality and blazing-fast response are our guarantee for your success.
Fast and accurate interventions
Our support packages are designed to meet the most severe requirements. We can guarantee a 30 minutes response time for emergency situations.
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SUS Support
This support level is included in 4PSA software licensed under the perpetual, Startup, and Basic Cloud licensing programs. It is also available as per-hour subscription.
| Service Level Agreement |
| Hours of operation |
12 hours/day, Monday to Friday |
| Target response time |
Critical - 6 business hours
Major - 12 business hours
Minor - 16 business hours
Cosmetic - 24 business hours
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| Supported products |
All 4PSA products |
| Covered services |
General product questions (configuration, utilization, maintenance etc.)
Basic troubleshooting
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| Product updates/upgrades |
No |
| Remote hands |
No |
| Method of access |
Support Zone (web-based) |
| Response method |
Support Zone (web-based) |
| Available subscriptions |
Package included in various 4PSA subscriptions
Per-hour subscription
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| Number of support requests |
4PSA perpetual licensing - 10 incidents/year
DNS Manager Basic Cloud licensing - 2 incidents/month
VoipNow Startup licensing - 2 incidents/month
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Cloud Support
This package is included with various 4PSA software licenses and Cloud OnDemand subscriptions. For interventions that require higher SLA, choose Expert Support or OnSpot Support.
| Service Level Agreement |
| Hours of operation |
24 hours/day, 7 days/week, 365 days/year |
| Target response time |
Critical - 4 hours 24x7
Major - 6 business hours
Minor - 12 business hours
Cosmetic - 24 business hours
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| Supported products |
All 4PSA products |
| Covered services |
General product questions (configuration, utilization, maintenance etc.)
Advanced troubleshooting |
| Product updates/upgrades |
No |
| Remote hands |
Yes |
| Method of access |
Support Zone (web-based) |
| Response method |
Support Zone (web-based) |
| Available subscriptions |
Monthly package included in 4PSA licenses and Cloud OnDemand subscriptions |
| Number of support requests |
VoipNow Volume licensing - 3 incidents/month
VoipNow Cloud OnDemand - 3 incidents/month
DNS Manager Cloud OnDemand - 3 incidents/month
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Expert Support
This support level is available both as monthly and per-hour subscription. Intervention scheduling must be performed with at least 48 hours in advance. For quicker interventions, choose OnSpot Support.
| Service Level Agreement |
| Hours of operation |
24 hours/day, 7 days/week, 365 days/year |
| Target response time |
Critical - 2 hours 24x7
Major - 6 hours 24x7
Minor - 12 business hours
Cosmetic - 24 business hours
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| Supported products |
All 4PSA products
Plesk
Virtuozzo
Parallels Cloud Server
VMware vSphere
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| Covered services |
General product questions (configuration, utilization, maintenance)
Backup and disaster recovery
Advanced troubleshooting
Failed installation or upgrade/migration attempt
Custom scripts and reports
Dial plan customization
Unauthorized system access
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| Product updates/upgrades |
Yes, scheduled at least 48 hours in advance |
| Remote hands |
Yes |
| Method of access |
Support Zone (web-based) |
| Response method |
Support Zone (web-based) / Telephone |
| Available subscriptions |
Monthly subscription
Per-hour subscription
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| Number of support requests |
1 support ticket consumes at least 30 minutes. More details in our Support Service Agreement. |
OnSpot Support
This package is available when you need immediate intervention on your server. If you require more than one hour of service, please purchase additional hours from our online store.
| Service Level Agreement |
| Hours of operation |
24 hours/day, 7 days/week, 365 days/year |
| Target response time |
30 minutes 24x7
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| Supported products |
All 4PSA products |
| Covered services |
Advanced troubleshooting
Backup and disaster recovery
Failed installation or upgrade/migration attempt
Custom scripts and reports troubleshooting
Dial plan customization
Unauthorized system access
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| Product updates/upgrades |
Yes |
| Remote hands |
Yes |
| Method of access |
Support Zone (web-based) |
| Response method |
Support Zone (web-based) / Telephone |
| Available subscriptions |
One-time intervention, 1 hour included
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| Number of support requests |
1 incident with 1 hour included |
Business Hours
Our business hours are Monday to Friday 8:00 AM - 8:00 PM (EET / EEST).
Severity Levels
The target ticket response time is based on the level of severity.
 Critical (severity 1) - the affected system is down and a system reboot/restart has not fixed the issue.
Major (severity 2) - the affected system is working, but there are defects affecting a large number of customers in a way that impacts their business.
Minor (severity 3) - the affected system is working, but there are defects affecting a small number of customers or these do not impact their business.
Cosmetic (severity 4) - the system is working, there are no defects affecting the customers or no such defects have been identified.
Troubleshooting Levels
Depending on the support package, there are two levels of troubleshooting services delivered by our Professional Services team.
Basic troubleshooting provides solutions for issues related to:
Extensions
Routing call rules
SIP channels
Charging and billing
Voicemail and fax
IVR
Time intervals
Advanced troubleshooting provides solutions for issues related to:
Complex call flows
Provisioning for unsupported phones
Package management system
Corrupted libraries and databases
Performance of various VoipNow components
UnifiedAPI and SystemAPI
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