Better Balance Your “What-If” Budget.
A Phonewire Support Subscription gives you immediate access to technology experts, software maintenance, and priority support — at a predictable annual price that eliminates per-hour billing surprises.
Protect Your Investment with a Support Subscription
Keeping up with the rapid pace of technology can be challenging and expensive. A Phonewire Support Subscription gives you the peace of mind of knowing support, software maintenance, and priority access are always included — without worrying about per-incident billing.
Without an active subscription, all support requests are billed hourly at then-current rates — with a one-hour minimum and payment required at submission. A subscription eliminates that friction for everyday questions, changes, and maintenance needs.
- $125/hr remote (1 hr min)
- $225/hr on-site
- $99 extra for same-day
- Payment upfront every ticket
- No software updates
- No config backup
- No app access
- Predictable annual price
- Monthly installments available
- Software updates included
- Annual config backup
- App access included
- Priority outage queuing
- New user training included
Everything Your Subscription Covers
A Phonewire Support Subscription includes all of the following — no à la carte billing for everyday support and maintenance needs.
Software Updates
Keep your system up with the latest software releases — including critical bug fixes, minor point-code updates, new features, and major releases. Updates are included automatically.
Annual Configuration Backup
If a hardware failure ever occurs, an annual config backup helps get a replacement device up and running faster — reducing downtime significantly. (*Except EOL products.)
App Access (Add-On)
As an add-on option on some subscriptions, users are licensed to use the Phonewire app on their cell phone, Mac, or PC — enabling hybrid work from anywhere.
Screen-Share Sessions
Schedule a screen-share with a Phonewire technician to assist with changes, updates, or a portal training refresh on how to manage your system — included with your subscription.
Phone Support Access
Call during normal business hours and speak with a friendly Phonewire representative to help with any questions. No per-call billing for covered support interactions.
Email Support
When you have a question or change that’s not time-sensitive, email to support is a quick option available with your subscription — no ticket fee required.
Priority Outage Queuing
If a total system outage or other major issue occurs, your support request is moved ahead of the general queue — ensuring the fastest possible response when it matters most.
Proactive Alerts
Receive email notifications of system administration issues or events — so you can proactively respond to situations before your users ever notice a problem.
New User Onboarding
As your organization changes and grows, onboarding and training new users is included with your support subscription — no separate training fees.
Subscription Pricing Is Based on Your System Size
Support Subscription pricing is quoted per user per year, based on the total number of users on your system. Annual commitment required; monthly installments available. Contact Phonewire for a custom quote tailored to your specific system.
Annual discount available if paid upfront. New users added mid-term are prorated.
Managing Your Support Subscription
A Support Subscription includes software maintenance and technical support. Subscriptions must be renewed annually to continue receiving technical support, software updates, and subscription-based features and services. Your quote is based on the total number of users on your system.
✓ What Counts as a User
- A desk phone, cordless phone, or conference speakerphone
- An extension number that can make or receive calls or intercoms
- A person using the custom App on their smartphone or PC/Mac
✗ What Does NOT Count as a User
- A voicemail box
- A greeting menu or “phone tree”
Lapsed Subscriptions
If you do not renew your Support Subscription, Phonewire’s obligation to provide technical support, software updates, and subscription-based features is terminated on the expiration date. Here’s exactly what stops working:
Features That Stop Working
- Desktop softphone App and mobile softphone App
- Remote portal access for users and administrators
- Off-site phones — may no longer connect to make or receive calls
- CRM integrations and custom APIs
Additional Consequences
- No additional phone-type extensions can be added
- No further manufacturer software updates or bug fixes
- System configuration backups may be permanently deleted
- Support Reinstatement Fee may apply on renewal
- Renewals backfill to the original expiration date
FAQ: Support Subscriptions
Terms & Conditions
Limited time offer; subject to change. Qualified business customers only. Internet access is required for remote support services. On-site technician troubleshooting, repair, or other services is not included with a Support Subscription. All individuals or organizations without an active Support Subscription must pay hourly for any and all requests for support or troubleshooting events at then-current rates. Support Subscriptions are prepaid and are non-refundable for any reason. Subscription service period begins on the date indicated on invoice or when payment is received, whichever is earliest. Addition of new users will be prorated. Certain Support Subscriptions may include third-party licenses or services that will be deactivated and canceled if the Support Subscription is deactivated or canceled. Third-party licenses or services may require a Reinstatement Fee or similar termed penalty to reactivate licenses or services, including but not limited to renewals backfill to the original date of expiration. To avoid unnecessary extra expense, it is recommended to avoid allowing your Support Subscription to expire. If we determine that a technical or troubleshooting issue may be hardware-related, network-related, or third-party software related, we may require you to resolve the issue on your own. Phone support may be limited to 5 incidents per year. This subscription and/or service is not any replacement or extension of the manufacturer’s warranty, either expressed or implied. No warranty is offered, either expressed or implied. We are not the service provider of landline, phone numbers, digital voice, or calling services and/or manufacturer of any hardware or software, therefore technical support resources are dependent on their goodwill, cooperation, and warranty subject to change without notice. Services are subject to all applicable service terms & conditions, which are subject to change. Services not available in all areas. Restrictions apply. Call for details.
Ready to Protect Your Phone System Investment?
Get a custom Support Subscription quote based on the number of users on your system. Annual commitment with monthly installments available. Phonewire’s team will walk you through exactly what’s included and what it costs.