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First and foremost, it is our policy to deliver on our promise of excellent quality of service, and world-class technical support and customer care. Customers have come to expect great quality from VOCO, and we are committed to meeting and exceeding expectations in this regard. Just as important, we focus on helping our customers to understand how best to achieve reliable, high quality hosted VoIP and SIP trunking services.
Below we illustrate our policies on supporting customers that "bring their own broadband", or manage their own LANs and WANs. We always work with our customers to identify issues and resolve them quickly, but it is important to clearly state the areas where VOCO is responsible for service delivery.
If you purchase Hosted PBX and VoIP Services from VOCO and you provide:
VOCO demarcation is good messaging and Media from our Hosted Platform. VOCO is also responsible for the functionality of the IP Phones.
If VOCO rents you the Quality of Service (QoS) device, VOCO is responsible for the functionality of the QoS device. If VOCO sold you the QoS device, and you pay for VOCO to monitor and report on that device, then VOCO is responsible for the functionality of the QoS device (not including hardware repair or replacement).
If you purchase SIP Trunks from VOCO and you provide:
VOCO demarcation is good messaging and Media from our SIP Platform.
Note: VOCO 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 VOCO, and hired VOCO to configure the QoS or IAD device, it is your responsibility to assist VOCO and manage the configuration of your PBX. Configurations are not warranted after the installation is complete and accepted by the customer.
VOCO Standard Support Policies
Internet Services Only
When a customer purchases Internet services, VOCO 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 to the location in your facility where the terminating device is installed (i.e. router, switch). Demarc extension purchased from VOCO are not warranted after the circuit is activated and accepted by the customer.
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