eZuce Expands its Reputable Procare Support Services to sipXcom

sipxcom_support_blogChoosing between an open source community release and its commercial version is not a straightforward decision. Differences in feature functionality between open and commercial versions weighed against requirements of the target production environment guides the outcome.

Over the past few years, EZuce Procare has been a significant force behind the success of its Uniteme product, a commercial offering based on the sipXcom (formerly SIPfoundry) open source foundation. EZuce’s recent announcement to expand its Procare offering to sipXcom users will put them in direct touch with the same TAC & Engineering organization and processes that surround eZuce’s Tier-3 support services for its Uniteme product. Furthermore, the sipXcom Procare offering will come with service level guidelines that are perfectly in tune with that community’s expectations.

First, let’s keep in mind that Uniteme and sipXcom software, both, continuously progresses through an Agile based development methodology that keeps feature functionality comprehensive and up-to-date in response to evolving market and customer requirements. Uniteme releases are made in lock-step with sipXcom open source releases that are made at a rate of four to six releases a year. Releases are numbered in the <yy>.<mm>.<uu> format where <yy> and <mm> designate the year and the month, respectively, in which a release is made generally available. Where applicable, <uu> corresponds to an update release relative to a general release on which fixes are made available.

Now, let’s look into what Procare should and would mean to the sipXcom community.

To assure service continuity and stability, it would typically be desirable for sipXcom users to keep their production environments unchanged. It would be yet in their best interest to benefit from the open source community’s collective intelligence by moving forward to new releases.

eZuce believes staying current within the most recent 6-month period is optimal and has established its support policy of sipXcom accordingly. In line with this policy, eZuce may require any sipXcom Procare subscribers to first upgrade to the most recent release if they have reported issues with releases that are 6-months older than the most recent generally available sipXcom release.

Click here to see a detailed description of support level guidelines for sipXcom Procare by eZuce.

Access to sipXcom Procare can be made by a customer designated qualified technical contact through:

  • Logging in at support.sipXcom.org and submitting a ticket. The same can be used to check status on existing tickets. Login credentials are provided to named contacts during initial subscription to the service. Additional contacts can be added later on.
  • Sending email to sipXcomsupport@eZuce.com

Written by Osman Duman

Osman Duman

Appointed CEO in 2017, Osman Duman leads eZuce’s long-term market strategy and day-to-day operations while guiding the company’s vision toward increasingly collaborative and insightful enterprises. After serving four years on the board of directors of eZuce, he joined the company in 2014 as COO. Previously, Osman completed a 12-year tenure as CMO of publicly listed Ulticom and Karel where he contributed to achieving their significantly higher market success. During his term Ulticom moved to the number one spot in the worldwide telecommunications signaling software market. From 1998 to 2002, Osman was an area vice president and general manager at Lucent Technologies responsible for softswitch solutions. Osman previously took on various Engineering and Marketing SVP positions at New England area software startups MassMedia Communications and NewNet where he played key roles in successful acquisitions into Lucent Technologies and ADC Telecommunications, respectively. Earlier phases of his career involved software development and management roles at Motorola Codex, GTE Communications and ITT Telecom where his journey started in Raleigh, North Carolina. He holds BSEE and MSCS degrees from M.E.T.U. in Turkey, and Executive MBA certificate from MIT Sloan School of Management in Cambridge, Massachusetts.

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