Technical Support Packages
Service Level Agreement (SLA)
Ticket response time
Ticket resolution priority
Designated support engineer (DSE)
Online training sessions for administrators (up to 4 hours per year)
Consulting on network equpment configuration and ports setup
Priority handling of SMTP protocol issues
Priority handling of LDAP, WebRTC, H.323, H.239, SIP, BFCP, and RTSP protocols issues
Pre-Configured Zabbix monitoring templates
Consultations and priority support for SSO and 2FA providers (Kerberos, NTLM, AD FS, Blitz, Keycloak)
Consultations and assistance for DDoS protection systems (WAF)
Access to security updates and bugfixes for TrueConf Server and its components (minor1 updates)
Access to new major2 versions of TrueConf Server with updated functionality
1Minor updates change the third and subsequent digits in the version number (for example, TrueConf Server 5.4.3 — TrueConf Server 5.4.4).
2Major updates change the first or second digit in the version number (for example, TrueConf Server 5.3 — TrueConf Server 5.4). Support for versions of TrueConf Server whose major version number differs from the current release version by 2 or more is not provided and requires separate agreement.
3The total cost of the TrueConf Server software license is calculated based on the recommended retail price of all extensions as of the calculation date.
Communicate with developers in live chat, get real-time technical support and useful guides, and stay informed of the latest updates and beta announcements — discover all this and more in our exciting community TrueConf Talks!
Documentation for TrueConf solutions, along with detailed instructions for administrators and users.
An online library of instructions from our experts, and detailed tutorials on how to integrate TrueConf with third-party solutions.
No, updates are only available in the Full+ technical support package. You can also purchase this option separately by contacting us.
Yes, by contacting us. However, purchasing updates separately will be slightly more expensive than buying them as part of a technical support package.
Yes, it will. We recommend purchasing the technical support package together with your license and renewing it promptly to secure the most favorable terms. For detailed information, please contact us.
A major version of the solution is a significant update that includes substantial changes, such as new features, improvements, or redesign of existing capabilities. These updates are typically reflected in the first or second digit of the version number (e.g., TrueConf Server 5.3 — TrueConf Server 5.4).
Minor updates involve smaller changes to the solution, indicated by adjustments to the third or subsequent digits in the version number (e.g., TrueConf Server 5.4.4 — TrueConf Server 5.4.5).
No, you will not.
The ability to submit tickets to the technical support team (without guaranteed response time), access to the knowledge base, TrueAcademy portal, and the community of administrators.
You can check the price of the technical support package by using the calculator or by contacting us.
In this case, we recommend contacting us to review and adjust the terms of your technical support package.
No, you don't have to buy any technical support package to get these updates.
Yes, the calculation system is now different: the price of a technical support package is calculated as a percentage of the official retail price of your license.
Yes, a technical support package can be purchased at any time. However, the most favorable terms are exclusively available when purchasing it together with the license.
Yes, a designated technical support specialist is assigned to you to ensure enhanced service quality.
In case of any questions regarding technical support, contact us via email.
Also, you can refer to the free help section on our website, where you can find answers to many frequently asked questions, TrueConf Documentations.
