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Customer Support

Web Portal | Product Support | Custom Support

Monfox provides the highest level of customer support in the industry. Each customer is assigned a support engineer who you can contact directly for any issues, questions or assistance during your development. Our support offering includes our standard product support package as well as a variety of custom support services.


Product Support Package

The Standard Monfox Product Support Package includes:

  • Assigned support engineer:
    - domain expert for your product
    - knows your support history
    - assists with your development as needed

  • Technical support via:
    - email
    - phone
    - web conference
    - web portal

  • Software updates
    - download from website
    - email notification of updates
    - covers all minor releases

  • Development assistance:
    - custom code examples
    - metadata file development
    - connectivity testing support
    - assistance for debugging
    - certification testing support
    - customer driven enhancements

  • Custom patch releases as needed
    - rapid turnaround
    - for high priority fixes/enhancements

  • Customer Web Portal Access
    - issue and feature tracking
    - software download area
    - customer file exchange area


Customer Web Portal

Monfox customers have access to the following features through the use of the Monfox Customer Web Portal:

  • Access to the issue tracking database
    - Submit new defect reports and feature requests
    - Search database for existing issues
    - Track status of outstanding issues

  • Access to the software download area
    - Access new updates
    - Access to older versions

  • A customer file exchange area
    - Exchange files with Monfox Support
    - Private customer file area


Custom Support Services

In addition to the standard support package, Monfox also offers additional support services including:

  • Customer Version Management
    - customer specific branch in version control
    - customer driven source updates
    - maintenance of customer branch
    - custom enhancements/modifications
    - customer specific releases

  • Custom Development
    - for major enhancement requests
    - ongoing maintenance of custom code

Certification Testing Support Services

If you are implementing an electronic bonding gateway, service bureau interface or other standardized communications gateway which requires certification testing with a 3rd party (eg. Neustar, SBC, Verizon, Qwest, Bellsouth), Monfox can provide support services to help you get through your testing as quickly and easily as possible. Some examples of where we can help are:

  • ILEC EBTA & MLT gateway connectivity and certification testing
  • NPAC LSMS and SOA connectivity and certification testing
  • Vendor management interface certification

We can participate in the initial stages of your certification testing in order to help you diagnose security, configuration, connectivity and messaging related issues such that you can get into the functional and process oriented test cases as soon as possible.