Inventive Labs desires to offer excellent technical support for all of our products. We are software engineers who design solutions specifically for other developers. We believe that sharing our knowledge with other developers fosters innovation, improves problem-solving, and helps get your application more easily into production.
Voice Elements Support Policy
Our Self-Help Resources
Whether you need to expand your knowledge base or troubleshoot a problem, these Voice Elements resources are designed to help you find the solution.
- Voice Elements Docs — our in-depth documentation offers solutions to common or unusual problems
- Voice Elements Developer Help — we are phasing out this site but intend to keep some tools available here.
- LinkedIn Discussion Group — Join our Linked in discussion group
Standard Support Services
When you have an active support enrollment, you will always have access to the following standard services with no additional fee:
- Bug Fixes – any issue that is determined to be a bug in our software will always be fixed free of charge.
- Upgrades – Updates and enhancements that we have made to our software are included if you are current on you support payments.
- Licensing – We will help you resolve issues related to the licensing of our products. If you have special licensing requirements (such as FIPS), additional charges may apply.
- Installation – We will help you resolve any issue related to installing our product. (subject to the limitations below)
- Connection to our (Inventive Labs) SIP Trunking Service – We will help you test your system by assisting you in connecting to us acting as your SIP Trunking carrier. We will point you to our documentation on how to change the configuration to point to your own SIP trunking carrier, but if you need our assistance in doing so, it comes as a separate charge.
- E-mail and telephone support: Standard support services are available during our office hours (9am – 5pm US Mountain Time) for support needs that directly relate to the operation of the product that you have purchased. This includes problems or bugs within the software. Please note that requests which support your specific application or use of your product are considered premium support.
- Time Zone Differences: Please send us your requests any time at your convenience. A member of our support team will respond promptly during office hours.
- Samples: If you have questions on how to implement something, we can refer you to one of our samples and are happy to point out how to do it. However, if you need us to review your specific code or write any code, that is outside of standard support.
- Troubleshooting Problems: Our products are built to streamline the programming of complex telephony system functions across diverse hardware and software environments. However, when your application begins to behave unexpectedly, pinpointing the root cause can be challenging. The issue might stem from the HMP Elements SIP Stack, Voice Elements, your application code, the operating system, or even the underlying hardware.
- One way to avoid being charged additional support fees would be to submit a very simple “test” program demonstrating the problem. We can then quickly determine where the problem lies.
Premium Support Services
Premium support services are not included in our basic support enrollment. Reach out to our Support Team with a description of your issue and they will give you a quote for the premium service.
- Hardware Support – support for your server hardware, windows OS issues, configuration of gateways or network appliances is not included in standard support and is an extra support fee.
- Configuring PRI or T1 lines – support for connecting to telephone carriers or PBX’s is an extra support fee.
- Configuring SIP Carriers – support for connecting your server to a SIP trunking carrier or PBX is an extra support fee.
- After-hours Support – if you have an urgent request on US holidays, weekends, or after our office has closed, we will quote you for our services. Our business hours are 9am – 5pm Mountain time. (Denver, Colorado)
- Writing or Debugging your code – we can provide a quote for hourly service or project-based pricing.
- Custom Enhancements to the product – Contact us with your project needs and we will provide a quote for our services.
- Configuring of your Dialogic Hardware or Software – Dialogic hardware or software is NOT REQUIRED to run Voice Elements. Voice Elements Platform has all the VoIP technology built into the toolkit (SIP, RTP, HMP, Media). Some customers still choose to run Dialogic so any installation, configuration or settings of your Dialogic board or software is not included with standard support. We can attempt to help you for an additional fee, but please be aware we no longer have a relationship with Dialogic support. WE DO NOT support Dialogic under a virtual machine (VM) or a 64-bit OS or any version of Windows 2008 or above. (Only relates to Dialogic hardware or HMP.)
What Do I Get If I Purchase Support?
- One Year, Standard Support Enrollment: Your on-premise license purchase will include one full year of support. Support during this first year is useful as you begin development and implementation of your product. You receive upgrades to the version of the server and toolkit that you have purchased. You could look at this as “upgrade insurance” because anytime within the year, you are entitled to receive free updates to any fixes or enhancements that we have made. Following your initial year of support, you may find it very helpful to continue your support enrollment and renew for subsequent years. Continued access to software upgrades and enhancements can be helpful as you continue your product development.
- Email and Telephone Support – as outlined above
- Support Call Examples:
- You may feel that you need assistance improving call detection accuracy—such as distinguishing between a human or machine response. Our standard support includes guidance to relevant documentation and sample code. We’re also happy to share insights from our extensive experience developing dialer applications for clients. Additional hands-on support beyond this scope may be considered billable.
- If Voice Elements lacks a specific feature you need, we can provide a quote for custom development. Any enhancements made to the toolkit will remain the intellectual property of Inventive Labs and will be incorporated into future releases.
What does Support Cost?
Voice Elements Platform
Cloud-Based Customers:
Support is automatically included with our cloud-based service at no additional charge. Your support enrollment is active for the duration of your cloud services. For specifics, please see Cloud Based Pricing.
On-Premise Customers:
Perpetual licenses are purchased per server at a one-time cost. Support is calculated at 20% of the published list price for the product that you purchased. (For example, a 4 Port Perpetual License costs $1,195, with a 1-year support enrollment cost of $239.00. At the end of the initial enrollment period, you may continue to renew support for $239.00 annually.) Please see On Premise Pricing for additional details.
Additional Support Costs
When you contact us, we can help! However, if it turns out to not be a problem with our product, we will let you know that it is outside of standard support and we would quote you for our services.
Support Reinstatement Fee
When support has expired longer than 90 days, an additional 10% reinstatement fee will be added to the support renewal cost.
Consulting Charges Per Incident
We are always available for consulting – which we can do by the hour or by the job. We also have a “per incident” charge of $495 for certain items such helping you set up new T1/E1/PRI phone lines or VoIP (SIP) carrier connections.
Professional Services Available
In addition to answering questions about Voice Elements, we also offer Professional Services which can be quoted on a case by case basis. If you need help developing your telephony application, don’t hesitate to come to us. With resources possessing vast experience in telephony design, development and deployment, we can help you a little or a lot. You decide. Our services include, but are not limited to:
- Design and best practices for your specific application.
- Guidance on the right interfaces and technology for the features, call volume and TCO for the life of your system.
- Review of design, code or usability.
- End to end development of your IVR, dialer, and telephony application.
- Projects are quoted on a case by case basis. Contact us to talk about your needs and how we can help: sales@inventivelabs.com
More Questions?
For details, discounts and any questions about our products and support, email us at sales@inventivelabs.com.