Support Terms & Conditions

Contact

Call Central support hours are Monday to Friday 9am to 4pm.
Support can be contacted via phone on 1300 788 869 (option 2), or by email on support@callcentral.com.au.

The chat at the bottom of this page can also be used to contact support directly.

30 Days included Configuration & Phone System Administration

As part of our 30 day included configuration and administration period Call Central will also provide training on how to use and operate any phones we have installed, any PBX systems we have installed or any diallers we have installed. Training will be conducted on the day of installation and further training via phone during the 30 days of included configuration and administration period, please ensure a staff member is free to take a part in training. Training is also provided with a “Train the Trainer” scenario, whereby our installer, and support staff will train one of your staff members on phone, App and PBX usage & administration, your staff member is then tasked with training your other staff. If your staff require further training and or assistance in setting up Apps, phones or any day to day phone system administration task after the 30 day period has expired, Call Central’s Support & Configuration fees apply. Phone support is provided via the support line (1300 788 869 option 2). Call Central’s standard hourly support rate will apply for any additional training or day to day phone system administration that is required beyond the 30 days included configuration and administration offer.

Once the 30 day period of configuration and administration has elapsed all configuration and administration of phone systems, as well as staff training, app setup and configuration, phone setup and configuration performed by Call Central on behalf of the client will be chargeable at our standard rate of $120 Per Hour charged in 15 minute increments.

Service faults do not incur any fees or charges.

Our 30 days of included configuration and administration does not extend to any other equipment that was not sold and installed by Call Central directly. Items such as (but not limited to) switches, routers, internal cabling, phones that were not sold and installed by Call Central are not covered by our 30 days included configuration and administration.

Call Central’s 30 days of included configuration and administration does not extend to any internet connections provided by 3rd parties. While Call Central will endeavour to do our best to troubleshoot any internet issues you may be experiencing, our offer of 30 days of configuration and administration is not extended to this type of technical troubleshooting. Call Central will assist with the troubleshooting of internet connection issues and will liaise with your ISP to resolve any issues but a charge for this would be applicable.

Installation

Call Central’s will arrange a date/time with the client for the installation of all hardware and software. Any site visit after the agreed upon date/time of installation that are required to complete the provisioning of a clients PBX, internet, networking or handsets is charged at Call Central’s standard onsite support rate plus hourly rate. If our installer has to re-attend at a later date to complete the installation after the agreed upon installation date due to any other device, service, application or onsite configuration which is not serviced, provided, managed or sold by Call Central will attract our standard onsite call out fees plus hourly rate.

Onsite PBX & 3CX (includes Hosted 3CX and onsite 3CX)

Our offer of 30 days included configuration and administration is equal to our Level 3 Onsite PBX Support contract but is not limited to a set number of hours. All new customers on 30 days included configuration and administration period will be provided with included level 3 Support contract. After 30 days all configuration and administration for 3CX (hosted or onsite) and onsite PBX’s will be charged at our standard rate of $120 per hour billed in 15 minute increments. We highly encourage clients to use the 30 days of included configuration and administration period to work with Call Central to get a good understanding of how to manage the day to day of your 3CX system or onsite PBX.

After the 30 day period has elapsed any work requests that requires a Call Central team member to log into your 3CX administration portal and perform and adds, moves or changes, or any day to day business operations on your behalf will incur a support charge. Customers are encouraged to contact Call Central for included phone and chat support for guidance on the 3CX Administration portal and any associated Apps and 3CX products, any phone/chat support guidance is not chargeable and included in your monthly plan cost.

Call Central’s Hosted PBX (This product is now Sunset)

Call Centrals Hosted PBX (Thirdlane) is a managed service, as such all configuration is covered by your monthly extension license fee with the exception of manual call forwards performed by a Call Central team member upon the request of a client. All Call forwards applied by a Call Central team member attract a $5 fee, this fee applies to each number forward request.

Lead times

Support requests sent by email can take up to 48 hours (Two Business days) to be processed, please consider this when sending requests to our support team via email.

Call Central’s support team will endeavour to process all phone requests for adds, moves and changes while on the phone with the customer. If we are unable to process the request immediately we will endeavour to process the request in what would be considered a reasonable time frame. If the request requires an outside party’s involvement, the request will fall under the longest lead time offered by all parties involved and Call Central will advise what this will be.

Call Centrals preferred method of contact is an email followed by a call to our Support Line shortly afterwards. This ensures both Call Central, and the Customer, have a record of the request for future reference and correspondence.

Support for Geographically Locations

Call Central does not support or guarantee the functionality of our products to any clients attempting to use our service/platform from outside of mainland Australia. Any clients with handsets and or software phones located outside of Australia may experience issues from time to time due to forces completely outside of Call Centrals control. Call Central will not troubleshoot or support clients with handsets and or software phones located outside of mainland Australia. This does not mean our product will not function outside of Australia, it simply means we will not review, support or provide any level or service guarantee to clients using our products and services from outside of mainland Australia.

Products & Services Supported

All hardware and software installed by Call Central is fully supported. We offer a full 12 month warranty on all hardware and software. Please see our warranty page for more information https://callcentral.com.au/hardware-warranty/ .

Listed below are the various hardware items Call Central supports. Please note for items to attract full support the item must have been sold and installed by Call Central.

• All phones (including softphones)
• All routers
• All modems
• All switches
• All network cables (including RJ-11 and RJ-45)
• All power boards
• All headsets
• All software
• All PBX hardware
• All Dialler hardware

Types of Support provided

Call Central delivers support in 2 ways

1. A Support Contact

A support contact is encouraged for all customers using a Call Central onsite PBX or Dialler. Any adds, moves or changes to an onsite PBX, or dialler, after the 30 days free support provided has expired (from the date of your first call) will attract a charge. See the table below labelled Support Contract Fee Structure for our rates and structure.

2. Adhoc Support

Adhoc support is defined as any support provided to an onsite, or Cloud based PBX, 3CX system hosted anywhere or a dialler customer, that is not on a support contract and falls outside of the first 30 days initial included configuration and administration, or a request which does not fall within the bounds of the customers chosen Support Level.

Hosted PBX customers also attract an adhoc support charge if their request is not included in the table labelled Hosted PBX Included Support.

Support definition

Support is defined as: Any adds, moves or changes performed by Call Central on the request of the customer. Support can be onsite or remotely provided. Both remotely provided support and onsite support attract the same hourly rate but onsite support attracts a call out fee of $120 which includes 30 mins support and if the customer is located outside of a 50 kilometres radius of our Burleigh office travel time will be included.

Support Billing Blocks

All adhoc Support is billed in 15 minute increments at a rate of $120/hr with a minimum 15 minute block charged. If you have multiple requests that need to be made throughout the day you should considering sending all the requests through to be processed in a single request block. adhoc support includes remote support.

Call out Fee

Any onsite support that falls outside of the 30 day included configuration and administration period offer for Onsite PBX, Hosted PBX and Dialler customers will attract a call out fee of $120 that includes 30 minutes labour.

Onsite Support / Remote Support

Onsite support will be provided in the event that a Call Central Team Member deems it necessary. If the request can be processed via Remote Support methods, then Call Central will choose Remote Support as the primary method. Any customer not on a support contract will attract a fee of $120/hr for any remote assistance provided by Call Central. Please consult the “Support Billing Blocks” section for fee blocking structure.

Manual Number Diversions

All Number Diversions performed by Call Central on behalf of customers attract a $5 fee per Diversion. This includes setup and configuration of number diversions inside the Thirdlane Hosted PBX phone system portal on behalf of a customer. It is the customers responsibility to contact Call Central when they require the Diversion to be applied, and when the Diversion is required to be removed. Call Central will not set reminders on behalf of customers to have Diversions removed, the customers must contact Call Central for Diversion removal at the time the customer wishes the Diversion be removed. Call Central will only process Divisions and Diversion removals inside our support hours which are listed at the top of this page. The $5 fee is only applicable upon the application of the Diversion, not the removal of the Diversion. Customers who wish to avoid this fee should contact Call Central support for instructions on how to perform a Number Division through the “My Account” section of centbill.com.au or directly within Thirdlane or their onsite PBX. This fee applies to each number forward request.

SLA (Service Level Agreement)

Call Central shall endeavour to provide the highest quality uptime we reasonably can on all our services, service delivery and products but we do not explicitly specify any guaranteed uptimes, or SLA on uptimes on any of our services, or the delivery of any products and services we provide. This should be taken into consideration upon evaluating Call Central as your potential business phone provider. Faults on services can present and while Call Central will always endeavour to resolve faults in a timely manner, sometimes faults can be outside of Call Central’s control, such as upstream network faults. Call Central cannot guarantee your service will be faultless.

Support Contract Fee Structure

The table below details the fees Structure for Each Level of support and the Cost associated

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