Reseller Support Policy

MaxoTel provides fast and effective support to our Whitelabel and Channel Partners! We appreciate your assistance in providing all of the necessary information in your initial request:

IDENTIFICATION

Always identify yourself at the top of any new ticket. Channel Partner - ABC or Whitelabel XYZ

Provide the End-user or Customer/Sub-Customer Account Username:

Channel Partners: You must be an authorised contact on the customer's account. You can become an authorised contact by adding the customer's account to your partner portal or by the customer or yourself creating a ticket from within the customer's my account portal to request that you become an authorised contact.
White Label: You must be an authorised contact on the White-label account.

TICKET DETAILS
Provide a clear and concise description of the customer or sub-customer's problem.

Do not refer to a forwarded email
Observe the problem yourself
Provide the steps to reproduce it
Make sure you understand the problem (communicate with your customer) as we may have follow-up questions to you

CALL SAMPLES
Provide at least 2 call samples in the format for any issues with inbound or outbound calling, or PBX functions such as transferring, conferencing, voicemail, timeswitch behaviour or anything else that involves a call being made.

Time/Date	Direction	Origin	Destination	Actual Result	Expected Result
10/1/19 1:16pm	IN	0400001234	0700001234	"The number you have called is disconnected"	An IVR Welcome Message should play.
9/1/19 11:01am	IN	0400001234	0700001234	Call Answered on EXTN 111 then transfered to call park failed - call hungup	Caller should have been connected to parking lot 700

Providing us as much accurate information in your initial request will result in faster and more effective ticket handling which means that your problem is solved sooner.