This page describes how TechExtension provides support for AsterCTI: what's covered, how to reach us, and what we ask of customers so issues can be resolved efficiently. It works alongside our Terms of Service and does not replace any order-specific terms you agreed to at purchase. It does not commit to a specific uptime percentage, guaranteed response or resolution times, service credits, or 24/7 coverage — those are not commitments we make today, and we would rather describe our actual process than promise something we haven't established.
1. Scope
This SLA applies to customers with an active AsterCTI annual renewal, as described on our Pricing page. It covers support for the AsterCTI software itself — installation issues, configuration questions, bugs, and compatibility with the CRM and PBX platforms it was configured against. It does not cover issues originating in your PBX, CRM, network, hosting, or other third-party software, though our team will do what it reasonably can to help you identify where an issue originates.
2. How to Reach Support
Support requests should be submitted through the Customer Portal Helpdesk (customer login required) or by emailing support@techextension.com. Submitting through the Helpdesk lets you track ticket status and keeps a record of the conversation alongside your account. General product and licensing questions can also start at our Contact page.
3. Initial Response
Consistent with how we handle demo, sales and support enquiries generally, our team aims to provide an initial reply to new support tickets within one business day. This is a target based on our normal operating practice, not a guaranteed contractual response time, and actual response times can vary with ticket volume and complexity.
4. Incident Handling
When you report an issue, please include what you were doing, what you expected to happen, what happened instead, and any error messages, screenshots or logs available. This lets our team reproduce and diagnose the issue faster. We prioritize incidents based on their impact — for example, an integration that has stopped syncing calls entirely is treated with more urgency than a cosmetic or minor configuration question — but we do not commit to fixed resolution-time targets by severity level at this time.
5. Service Requests
Non-incident requests — such as reconfiguring a workflow, adding a new CRM or PBX connection, or asking how a feature works — are handled through the same Helpdesk channel, generally after active incidents have been addressed. Larger changes in scope beyond your original installation (for example, connecting an additional CRM not covered by your original order) may be quoted separately.
6. Customer Responsibilities
Timely support depends on us being able to reach your systems and your team. Please:
- Keep the access credentials and environment details we need current, and let us know before planned changes that could affect the integration (CRM upgrades, PBX migrations, credential rotations, etc.);
- Respond to follow-up questions on open tickets so we can keep working the issue;
- Keep your renewal active — support and updates are only provided while a renewal is in force, as described in our Terms of Service; and
- Report suspected security issues immediately per our Security page.
7. Third-Party Dependencies
AsterCTI depends on the Asterisk-based PBX and CRM platforms it connects to. Outages, breaking changes, or API/licensing changes on those third-party platforms are outside TechExtension's control. Where such a change affects AsterCTI, our team will investigate and work on a compatibility fix as part of ongoing support to the extent reasonably possible, but we cannot guarantee a specific timeline when the root cause sits with a third-party vendor.
8. Maintenance and Updates
From time to time we release updates to AsterCTI to fix bugs, improve compatibility, or add functionality. Customers with an active renewal receive these updates as part of their support coverage. Where an update requires a maintenance window on your environment, we will coordinate timing with you in advance where practical.
9. Exclusions
This SLA does not cover: issues caused by unsupported or unauthorized modifications to AsterCTI or its configuration; problems originating in your PBX, CRM, hosting, or network infrastructure; issues arising after your renewal has lapsed; or force majeure events outside our reasonable control.
10. Escalation
If you feel a ticket isn't progressing, you can reply directly on the ticket to request escalation, or email support@techextension.com referencing your ticket number. For account, billing or renewal escalations, contact sales@techextension.com.
11. Changes to This Page
We may update this page as our support process evolves. When we do, we will revise the effective date above. Specific service commitments, where they exist, are set out in an order confirmation or written agreement rather than on this general page.