Our support engineers are
available Monday to Friday, 10 a.m. – 5 p.m. CET. We
guarantee a response time of one business day.

Each Per-Incident Support Ticket is valid for one year from
the date of purchase and cannot be broken down into separate
issues. If a problem contains multiple issues, each will be
charged as a new, separate Per-Incident Support Ticket. An
“Incident” is defined as a single, discrete technical problem
for which one of our Support Engineers will be connecting
remotely to your servers for resolution.

One Ticket costs 500 chf, three Tickets cost 1.350 chf, five
Tickets cost 2.000 chf.

Upon purchasing a Per-Incident Support Ticket, you will
receive an order confirmation with the Incident Codes
(required for the support delivery). Please install
GotoMeeting conference tool and grant root SSH access to the
involved servers in order to facilitate support delivery.

If the incident was addressed in a later build of the
software, the customer will still be charged for the support.
If the incident turns out to be a defect in our software and
the support engineer is unable to find a solution, the
customer will not be charged and will receive a new Incident
Code.

Incident Support does NOT include configuration of Asterisk
PBX or other non-Loway systems and the writing of custom
software, patches or extension of Loway systems.