Support Policy

This page explains what is included with the ictVoIP Billing license, how to request support, and when a support plan is required.

What is Included

A valid ictVoIP Billing license includes:

  • Access to the software and updates released during the license term.

  • Access to the public documentation at https://docs.ictvoip.ca.

  • Bug fixes for confirmed code defects.

  • Participation in the beta program where offered.

A license does not include unlimited configuration, installation, training, or troubleshooting of a specific environment. Those services are provided through a paid support or maintenance plan.

How to Request Support

All support requests must be sent to:

support@ictvoip.ca

Please include:

  • A clear description of the issue.

  • The ictVoIP Billing version, WHMCS version, and PHP version.

  • The PBX platform and version (for example, FusionPBX 5.4.x or FS PBX).

  • Relevant logs, screenshots, or steps to reproduce.

One Ticket Per Issue

Open a single support ticket for each issue. If you have additional information, reply to the original ticket. Opening multiple tickets for the same issue makes it harder to track and may delay the response.

What is a Bug

A bug is a reproducible problem in the ictVoIP Billing code that does not match the documented behaviour. A bug report should include:

  • Exact steps to reproduce.

  • Expected behaviour (based on the documentation).

  • Actual behaviour.

  • Debug output, logs, or screenshots.

If the behaviour is explained by configuration, the report will be handled as a support request, not a bug.

When a Support Plan is Needed

A paid support plan is required for:

  • Initial installation and setup.

  • Product, package, tariff, and rate configuration.

  • Customisation of WHMCS templates, hooks, or billing workflows.

  • Training for administrators or resellers.

  • Ongoing troubleshooting where the documentation already covers the correct configuration.

Support plans are described at: https://www.ictvoip.ca/email-templates/support-maintenance-services.html

Self-Help Resources

Before opening a support ticket, you can review the self-help resources on the ictVoIP website:

These pages contain step-by-step instructions, troubleshooting notes, and feature explanations that may resolve common configuration questions without a support plan.

Off-Channel Requests

Support requests sent through any channel other than support@ictvoip.ca may not be processed. Multiple duplicate tickets or tickets opened without a support plan for non-bug issues may be closed and the reporter directed to the support plan page.