Support from The Fax Guys
We take it personally.
You lose money every second your RightFax system is down. The last thing you need is a frustrating support experience—unfortunately all too common with other RightFax resellers. You’re put on hold or passed from one technician to another. Your system remains down as the minutes and hours tick away. The Fax Guys take your support personally. It’s one of the reasons we were named an Open Text Platinum Partner for 6 years and counting and are the Top RightFax Value Added Reseller. With over 1,200 RightFax installations in our 20+ year history, our customers know our service and support is unbeatable.
Here’s what they count on:
Never waste a second on hold. The fastest way to get access to senior-level RightFax engineers is to open a service ticket through our customer support web portal. If you need a call back, expect to hear from us promptly. We can also remotely access your RightFax system (with your permission) and diagnose problems in real time.
Work with a real RightFax pro. Our support team has 100+ cumulative years of RightFax experience and hold the highest levels of OpenText technical certification.
Work with someone you know and trust. Unlike large consulting companies or third-party service providers, The Fax Guys connect you with specific support engineers who know your system. Although we are based in Minnesota, our RightFax support technical team is scattered all over the United States to service each North American time zone. Our focus is long-term customer relationships built upon trust. It’s another way we take support personally.
Support plans from The Fax Guys
The Fax Guys offer comprehensive support for customers with any RightFax edition.
Silver Support:
- Live support Monday-Friday, 8AM to 5PM (in YOUR time-zone) via phone, fax or email with priority call back service
- 24-hour online help desk portal—submit service order tickets, view notes and documentation from all support incidents, access knowledgebase articles and video tutorials, and more
- Unlimited number of support incidents
- Remote access for real-time diagnosis and repair
- Free RightFax software upgrades with affordable installation rates
- Full access to RightFax University
- U.S.- based support technicians
Extended 24x7 Emergency Support:
Everything above PLUS:
- 24x7x365 coverage for emergency situations where your server is down or severely impacted
Platinum Support:
Everything above PLUS:
- Remote Installation of Service Releases & Hotfixes up to 2 times per year (excludes Feature Packs and Upgrades)
- Daily FaxPing monitoring calls to check 2 incoming fax numbers each morning from 7AM-8AM - 1 call per hour
- Remote RightFax Health Check / Server Audit - 2x per year
Platinum Plus Support:
Everything above PLUS:
- "Ask the Expert Roundtable Discussion" 1 Day ONSITE at your location in the U.S. (2 times/yr)
