Support: tickets, on-demand, on site
All support requests go through the beroNet Service Desk. Support is not handled on the telephone: a ticket is tracked against the SLA and stays readable for everyone who works on it. The full technical documentation is in the beroNet Wiki, firmware and tools under Tools and Downloads.
The three levels
Support ticket — free of charge for devices under warranty. First reaction typically within 16 hours during beroNet business hours; the SLA guarantees a response within 48 hours on business days.
On-demand support — 30 minutes of scheduled support with remote control, in German or English. Also available for devices whose warranty has expired, and for questions about third-party VoIP services and equipment. Book an appointment online.
On-site support — a full day of dedicated on-site support, excluding travel, with a written report of what was done. Two weeks of advance notice required. Request one from [email protected].
Premium ticket, support contract, hardware repair, development in developer days and the warranty extension from two to five years are listed under Services. Hardware defects are handled through your distributor; see Returns and RMA.
Frequently asked questions
Can I call the support team?
No. The support team works through the Service Desk so that every request is tracked against the SLA. Most answers are already in the beroNet Wiki.
How do I open a ticket?
Log in at the beroNet Service Desk, search the existing answers first, then pick the request type for your product and submit the form. Basic support per ticket is free during the warranty period.
What should I put in a support ticket?
Describe the whole telephony scenario, not just the symptom. Most cases need a full trace: start it under Management, reproduce the problem, stop it, then attach the files.
I need help right now. What are my options?
Book an on-demand support appointment online: 30 minutes of scheduled support with remote control, also for devices out of warranty. The booking link is above, under the three levels.
I have not heard back. What now?
The SLA is a response within 48 hours on business days, weekends excluded. Check the portal first — notifications sometimes land in spam — then add a comment to the ticket asking for an update.