Services: support, repair, development, warranty
Beyond the box: what to do when it has to be fast, when a device is defective, when a feature is missing, or when a device has to stay covered longer than the standard warranty.
Support beyond the ticket
Basic support by ticket is free during the warranty period — process and response times under Support. On top of that:
- On-demand support — 30 minutes of scheduled support by remote control (TeamViewer), in German or English. Also for devices out of warranty and for third-party services and equipment. Book an appointment online.
- Premium ticket — support through the Service Desk also for devices out of warranty, with special SLAs. Sold as a voucher, valid for two years. In the shop.
- On-site support — a full day of dedicated on-site support with a written report, plus travel; two weeks of advance notice. In the shop or via [email protected].
- Support contract — a dedicated contact and a response within five hours on business days. On request from [email protected].
Hardware repair
The repair fee covers inspection and testing of the defective components — modules, baseboard, power circuitry, power supply unit —, restoring the software and a repair quotation. Replaced parts carry a one-year warranty. The repair only starts once you have accepted the quotation. Devices are sent in like any other return, see Returns and RMA. Repair in the shop.
Custom development
Billed in developer days:
- beroNet OS customisation — changes to the firmware itself, implemented in sprints, with documentation of the new features.
- App development — a new app for beroNet devices, same working model.
- Development maintenance — an annual fee that ports your customisation to the current stable firmware once a year, so it does not silently rot.
We agree the scope and the number of developer days with you up front — ask [email protected] or see development in the shop.
Warranty extension
Extend hardware warranty and technical support to a maximum of five years from the date of purchase. Three tiers by device value; the large tier applies above 1,200 EUR net. Order it in the shop or ask [email protected], quoting the serial number.
Consulting
A senior VoIP consultant reviews the request, researches the solution and documents the proposal — including a call or web meeting, a written meeting record and, if wanted, an introduction to a qualified beroNet partner who can implement it. Available remotely or on site; on-site work is billed plus travel. Consulting in the shop.
Training
Technical training covers All-IP migration with ISDN media gateways, the SBC role, the telephony appliance and beroCloud. Courses are listed in the shop, for example SBC training — the material also exists as documentation in the beroNet Wiki.