Live Support Packages
Dreamwave Live Support
Rapid Response
Live Support Packages
Initial Installation Support
Business Hours Live Support Package
Extended Hours Live Support Package
24/7 Live Support Package
Live Support Package Comparison
Dreamwave Live Support
Dreamwave offers various support packages that are fixed cost, affordable and designed to match any requirement & budget!
We offer live support via phone, email, remote debugging and live chat. We also offer on-site support for customers where available. On-site support is provided by Dreamwave support team or by Dreamwave resellers based on availability in your area. On-site presence is mainly required during new installations and in case of hardware failures. All other issues can be resolved remotely. For details on on-site support availability in your area, please contact our support team at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
Rapid Response
Our Phone Systems & PBXs are equipped with remote diagnostic and debugging tools enabling our engineers to remotely login, check for errors, fix problems and perform admin tasks. This reduces the downtime and virtually eliminates the need for on-site visits to fix common problems.Live Support Packages
We provide complete installation, configuration and technical support for all products that we sell. Our engineers are trained to the highest industry standards and are experts in remote diagnostics and troubleshooting. We are dedicated to providing you quick & easy solutions to your problems to get you up and running quickly with minimal downtime and impact to your business.Initial Installation Support
- Can be purchased along with any Dreamwave PBX purchases
- PBXs & Phones are pre-configured before shipping to customer location
- Installation Hours: Monday - Friday, 9:00 AM - 5:00 PM EST (Eastern Standard Time)
- Live Support Included: Email, Phone, Live Chat, Access to Trouble Ticket System
- On-site Installation available for additional charges where available
Business Hours Support Package
- Support Hours: Monday - Friday, 9:00 AM - 5:00 PM EST (Eastern Standard Time)
- Live Support Included: Email, Phone, Live Chat, Access to Trouble Ticket System
- 4 Hour Response time for critical issues such as "System Down" issues
- 8 Hour Response time for non-critical issues
- A maximum of 5 support cases / issues per month included
- On-site support available for additional charges where available
- Software updates, bug fixes, newer releases included
Extended Hours Support Package
- Support Hours: Monday - Friday, 8:00 AM - 8:00 PM EST (Eastern Standard Time)
- Live Support Included: Email, Phone, Live Chat, Access to Trouble Ticket System
- 4 Hour Response time for critical issues such as "System Down" issues
- 8 Hour Response time for non-critical issues
- A maximum of 10 support cases / issues per month included
- On-site support available for additional charges where available
- Software updates, bug fixes, newer releases included
24/7 Support Package
- Support Hours: 24/7 Support
- Live Support Included: Email, Phone, Live Chat, Access to Trouble Ticket System
- 4 Hour Response time for critical issues such as "System Down" issues
- 8 Hour Response time for non-critical issues
- Unlimited support cases / issues per month included
- On-site support available for additional charges where available
- Software updates, bug fixes, newer releases included
Live Support Package Comparison
| Feature | Business Hours Package | Extended Hours Package | 24/7 Package |
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 Initial Configuration |
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| Installation & Initial System Configuration |  |
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| Phone and Extension Configuration | |
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| Conference, Ring Groups Configuration | |
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| Voicemail & Directory Configuration | |
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| Dial Plans & Trunk Configuration | |
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| LAN, Internet, Firewall Related Support (Requires subscription to Network Support Package) | |
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 Support Hours |
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| Monday - Friday, 9:00 AM - 5:00 PM EST | |
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| Monday - Friday, 8:00 AM - 8:00 PM EST |  |
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| Monday - Sunday, 24/7 | |
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 Support Type |
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| Phone based support | |
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| Email based support | |
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| Online Chat based support | |
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| Access to Trouble Ticket System | |
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| Remote Troubleshooting | |
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| On-Site Support (involves hourly charges; see pricing) | |
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| Access to Software Updates, bug fixes & new releases | |
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| Max Five (5) incidents / support cases per month | |
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| Unlimited incidents / support cases per month | |
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| Configuration Backup & Restore | |
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| Response Time |
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| 4 hour response time for critical issues such as "system down" | |
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| Weekend support for critical issues such as "system down" | |
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| 8 hour response time for non-critical issues | |
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 Network Support (requires subscription to network support package) |
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| Internet Connectivity & Firewall Support | |
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 Pricing |
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| Yearly charges per phone | $12 / Phone / YEAR | $24 / Phone / YEAR | $36 / Phone / YEAR |
| Yearly charges per PBX | $200 / PBX / YEAR | $350 / PBX / YEAR | $600 / PBX / YEAR |
| Business Hour On-Site Support (where available) | $80 / HOUR | $80 / HOUR | $80 / HOUR |
| Weekend On-Site Support (where available) | $120 / HOUR | $120 / HOUR | $120 / HOUR |
| Network Support | $150 / Network / YEAR | $300 / Network / YEAR | $450 / Network / YEAR |
