The beroNet CAPI (BNCAPI_SOHO, BNCAPI_Business, BNCAPI_extraChannel) is a pure software solution that allows you to easily connect beroNet gateways, PCI(e) cards and SIP trunks to your existing CAPI 2.0 applications. With the help of beroNet CAPI you can finally virtualize your applications and decouple them from the ISDN lines. The beroNet CAPI as well as the beroNet CAPI FSC are available as software download only and are licensed per channel (2-60 channels) as well as per beroNet device.
FAQ beroNet support
Can I call the support team?
Our support team does not take direct calls, however communicates over our support portal. This ensures that each customer is helped in accordance with our SLAs. Most support questions have answers in our wiki. This can be found at wiki.beronet.com.
What will happen if I call beroNet and ask for support anyways?
When you call, our sales team will ask you to open a ticket in the Support Portal. If you already have a ticket, we will offer to write a comment into the ticket for you. This will then be shared with the agent assigned to the ticket, and yourself so that you can keep it for your records.
I need help now - is there any way I can talk with a support agent on the phone?
Our support team is not available directly over the phone. If you need urgent assistance, you can select the On-demand Support and we will reach out to you asap. This costs 149,- Euros.
How do I open a ticket?
To open a support ticket, navigate to support.beronet.com and login to your support account. If you don’t have an account, you can easily create a new account by clicking “Sign up”. Once you have logged in, search our database for your question. It is possible that someone has asked it, and we recorded the answer. If it is not there, click on the appropriate “Support Request” button for your product. Fill out the form, and click submit.
Basic support per ticket is free of charge during the warranty period. During the initial 2-year warranty period you have anytime the possibility to extend this period up to 5 years. See Warranty Extension (5 years).
I forgot my support password, how do I reset it?
To reset a password, navigate to support.beronet.com and enter your email address. After clicking “next”, click on “Forgot your password?” You will then receive an email allowing you to reset your password.
I didn’t receive the email to reset my password, what do I do?
Please double check that you used the correct email address and check your spam folder. It is also possible that you haven’t created an account in our support portal yet. If you aren’t certain, try making an account with your email address. If this doesn’t work and you still can’t reset your password, send an email to email@example.com and an associate will assist you.
Can I reply to support ticket notifications from my email?
No. All answers must be done directly in the support portal. This ensures that all messages are received by our support team in a timely manner and any confidential information is shared over a secure system.
What should I add in my support ticket?
Please describe every aspect of your telecommunication system and scenario. Many queries will also require a full trace. This can be made by going to “Management” and “Full Trace” — start the full trace and duplicate the issue. Stop the full trace, download the files and attach them to your ticket
I haven’t heard back from Support, what should I do?
Our SLAs guarantee a response within 48 hours on business days. This does not include weekends. Therefore if you opened a ticket on Friday, please be patient for us to respond. If the 48 hours are about to expire – login to the support portal to ensure that you haven’t received a response. Your email provider may have sent notifications from the portal to your spam folder. If there is no response in the portal, add a comment to the ticket and ask for an update. In the unlikely event that you do not receive a response, please contact us directly and a sales associate will check the progress of this ticket.
Return Policy and RMA
RMA cases are handled by the distributor (exception: product purchased here in the store).
Please follow the steps below:
Perform a hardware factory reset
Replace power supply (gateway)
Use a different server (PCI/e card)
Swap all cables
Update to the latest stable firmware
Contact your distributor
Most of our distributors offer first level support. Please contact your distributor to make sure the device is configured correctly. If your distributor does not provide support, please contact our support team via our support portal.
Please note: We cannot assist you with support or RMA cases over the phone. Once your ticket is created, a beroNet support representative will contact you. Return the device to your dealer.
Once you have received an RMA number from us, send your device to your distributor. They will process your RMA.
beroNet does not offer direct exchange of replacement units in RMA cases.