Overview: A hosted PBX does require less support than the old-fashioned premise PBX for certain. However, there is still a need to administer and manage any type of phone system. Tasks include adding and removing users, call handling modifications and the inevitable troubleshooting when something goes wrong. Getting timely and quality support is key to a reliable hosted PBX.
Tech Support Hours
RingCentral: RingCentral advertises around the clock support, seven days a week.
TeleDynamic: TeleDynamic’s regular support hours are 8:00 AM to 5:00 PM PT, and emergency support hours are seven days a week, 24 hours a day.
Tech Support Location
RingCentral: RingCentral support is foreign-based for its smaller customers. As they state on their website: “US-based Support is available for 20+ users only”. It is unclear whether a customer with 20 or more users has to specifically request US support when they call the support center.
TeleDynamic: TeleDynamic’s hosted PBX support is based in Hayward, California.
RingCentral: RingCentral doesn’t provide on premise technical support.
TeleDynamic: TeleDynamic provides local Northern California hosted PBX technical support (on customer’s premises if required).
On-Premise Product Replacement
RingCentral: When a RingCentral product fails, a third party sends a replacement part and the customer must send the defective product back to that provider. The customer is responsible for replacing the component.
TeleDynamic: TeleDynamic replaces defective product by performing an on-site visit where they install the replacement equipment and tests for proper operation.
Service Level Agreement*
RingCentral: RingCentral doesn’t offer a Service Level Agreement (SLA).
TeleDynamic: TeleDynamic provides a Service Level Agreement (SLA) upon request. Credits are issued if service is below specified thresholds. SLA’s are the guarantees behind service quality promises. If service quality is poor, the vendor is financially responsible.
*A service level agreement guarantees that specific performance parameters are met. If they fail to meet those thresholds, the customer is eligible for credits on their bill.
RingCentral: RingCentral provides remote technical service seven days a week, 24 hours a day. RingCentral customers with less than 20 phones will get their support from a foreign call center.
TeleDynamic: TeleDynamic provides remote support, between business hours of 8:00 AM to 5:00 PM PT, and emergency service seven days a week, 24 hours a day. TeleDynamic also provides on-premise technical support and defective equipment replacement to their hosted customers.
Conclusion: If an organization is comfortable with relying only on remote technical support of their hosted PBX, both companies fit the bill. If an organization demands U.S.-based remote support and requires on premise support, or requires a guaranteed SLA (Service Level Agreement), TeleDynamic is the proper choice.