1. Products Covered: Yeastar Cloud PBX that purchased from us.

2. Targetted Audience: Our technical support is offered to the Yeastar Cloud PBX administrators only. We do NOT entertain individual end-users on your server. If you are an end-user, please look for your server admin for support.

3. Method of support:

Self-service: Before you contact support, make sure you first check the online material provided on the Yeastar help website.

Email support: If you are unable to find a solution from the provided material or by doing your own research, you may email us your questions and we will respond with a proposed solution and the relevant document, link, or screenshot. Our email is: support@yeastar.sg, do note that we may request your admin user name and password if you require us to access your server to perform checks or configurations.

Remote session: Remote Sessions will be offered by the case managing agent at his/her own discretion and cannot be requested. You may download the TeamViewer or Ammy.

Phone support: Only sales calls will be entertained, we do NOT provide technical support over phone calls.

4. SLA of service: Our SLA is set to 24 hours after ticket creation and is handled within office hours and excludes weekends and holidays.

5. Standard supporting hours: 09:00 AM – 18:00 PM (GMT+8), Monday to Friday.