First and foremost, it is our policy to deliver on our promise of excellent quality of service and world-class technical support for CoreDial’s Channel Partners. Partners have come to expect great quality from CoreDial, and we are committed to meeting and exceeding expectations in this regard. We also focus on helping our Partners understand how to best provide reliable, high-quality Hosted VoIP and SIP Trunking services.
Below, we illustrate our policies on supporting Partners who ”bring their own broadband,” or manage their own LANs and WANs. We always work with our Partners to identify issues and resolve them quickly through our CoreDial Support Center, and we feel it's important to clearly state the areas where CoreDial is responsible for service delivery.
Current Partners, please to log in to the CSC for support.
CoreDial Standard Support Policies for Hosted PBX and VoIP Phones: These support policies apply if you purchase Hosted PBX and VoIP Services from CoreDial and you provide internet service and a router.
CoreDial’s point of demarcation is robust functionality from our hosted platform. CoreDial is also responsible for the functionality of VoIP Phones.
If CoreDial rents you the Quality of Service (QoS) device, CoreDial is responsible for the functionality of the QoS device. If CoreDial sold you the QoS device, and you pay for CoreDial to monitor and report on that device, then CoreDial is responsible for the functionality of the QoS device (not including hardware repair or replacement).
CoreDial Standard Support Policies for SIP Trunking Only: These policies apply if you purchase SIP Trunks from CoreDial and you provide internet service and a router.
Note: CoreDial provides documentation via email and our online help system during the installation process concerning the configuration that we require for SIP Trunking to work on your PBX. Once you receive this documentation, it is your responsibility to install and configure your PBX.
If you purchased a QoS device or IAD from CoreDial, and hired CoreDial to configure the QoS or IAD device, it is your responsibility to assist CoreDial and manage the configuration of your PBX. Please note that PBX configurations are not warranted after the installation is complete and accepted by the customer.
CoreDial Standard Support Policies for Internet Services Only
When a customer purchases internet services, CoreDial demarcation is the Local Exchange Company’s Main Point of Entry (smartjack). The demarcation can be inside or outside of your facility.
Note: It is the customer’s responsibility to extend the circuit from the Local Exchange Carrier’s Main Point of Entry (MPOE) to the location in your facility where the terminating device is installed (i.e. router, switch). Please note that demarcation extensions purchased from CoreDial are not warranted after the circuit is activated and accepted by the customer.
To ensure the success of its Channel Partners, the CoreDial Support Center offers online and phone assistance. Partners can contact the Center to obtain support services for Hosted PBX and VoIP, internet services, and SIP trunking. We’re here to help you with live support Monday through Friday from 7:30AM to 8:00PM!