Support Policies

First and foremost, it is our policy to deliver on our promise of excellant quality of service, and world-class technical support and customer care. Customers have come to expect great quality from ClearTrunk, 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 cucstomers 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 ClearTrunk is responsible for service delivery.

ClearTrunk Hosted PBX and VoIP Support
ClearTrunk Standard Support Policies
Hosted PBX and VoIP Phones

If you purchase Hosted PBX and VoIP Services from ClearTrunk and you provide:
* Internet Service
* Router

ClearTrunk demarcation is good messaging and Media from our Hosted Platform. ClearTrunk is also responsible for the functionality of the IP Phones.

Suported Phones

If ClearTrunk rents you the Quality of Service (QoS) device, ClearTrunk is responsible for the functionality of the QoS device. If ClearTrunk sold you the QoS device, and you pay for ClearTrunk to monitor and report on that device, then ClearTrunk is responsible for the functionality of the QoS device (not including hardware repair or replacement).

Suported Phones

ClearTrunk SIP Trunking Support
ClearTrunk Standard Support Policies

SIP Trunking Only
If you purchase SIP Trunks from ClearTrunk and you provide:

* Internet Service
* Router

ClearTrunk demarcation is good messaging and Media from our SIP Platform.

Note: ClearTrunk 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.

Suported Phones

If you purchased a QoS device or IAD from ClearTrunk, and hired ClearTrunk to configure the QoS or IAD device, it is your responsibility to assist ClearTrunk and manage the configuration of your PBX. Configurations are not warranted after the installation is complete and accepted by the customer.

Suported Phones

Internet Support
ClearTrunk Standard Support Policies

Internet Services Only
When a customer purchases Internet services, ClearTrunk 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 ClearTrunk are not warranted after the circuit is activated and accepted by the customer.

  • THE PHONE SERVICE IS FLAWLESS

    In my many years in business, I have never come across a phone company with such passionate personal support. And the phone service is flawless!

    CEO of a Nationwide Service Company. All Employees work from home.
  • I NOW FEEL SPOILED!

    Our previous phone company, also a VOIP Provider, had terrible customer service and could never fix anything. And their customer service call center was overseas. I now feel spoiled with the service that you (MyFonCompany) provides us.

    Purchasing Manager with a manufacturing company based in California.
  • THEY SAVED US TONS OF MONEY

    When we had to move offices suddenly, Cleartrunk (MyFonCompany) came the next day and had my phone service and phone system up. The other phone company told me that I had to wait 2 weeks. They also saved us a considerable amount of money.

    Neurosurgeon with offices in Fort Worth, Texas