I posted the following in the Comments section of Sangoma’s Documentation Wiki for XactView V3.
Then, received an email notice that the post had been deleted. I thought it would be better served here. Plus, I’m curious to see whether Sangoma will again delete an unfavorable post.
It seems that Sangoma offers no means (like most companies will) of approaching the Support staff without there being some significant cost to the customer. The fact that this cost, as I have come to understand it, is accrued by the hour, rather than by the incident, is further disappointing. Many companies will charge a flat fee per incident.
Sangoma provides inadequate documentation for operation to begin with and then steers people to the paid support channel rather than taking such an opportunity to bolster their Knowledge Base with missing data.
This leaves me feeling ambivalent about participating in what appears to be either poor planning on the part of Sangoma’s documentation team, or, a deliberate scheme to generate revenue through the support channel by withholding key data from those who are paid and licensed owners of the PBXact product that seek the information most companies would include in their manuals.
This Wiki is exactly where answers to questions that should be part of the documentation should be found. Rather than the information many users may look for only being provided after paying a ransom.
FWIW, I have also contributed to a thread in the community forum. Not that I expect anyone with knowledge of this product is likely to participate there, as the same question was asked in September of last year and mine is the first response. This does further support how this question is common to more than one customer and the answer may well be justified to be added to the KB/Wiki.
If Sangoma offered an annual support contract, or, per incident support for a flat fee, I would be more interested in approaching them with a problem. I’ve had too many instances of paying by the hour for someone who doesn’t know the answers and charges me to search the same places I’ve already searched.
EDIT: Thanks for the following posts. I’ll look into this further. Apologies for the above rant.