Support in the sense of technical assistance (Support)
We offer technical support for estos software products with an estos GmbH copyright, i.e. we can make assertions about the behavior of functions in our software. We cannot provide support for third-party products, but refer to our compatibility reports/articles/lists.
To request technical support, please refer to the relevant service descriptions at: https://legal.estos.de/content/latest/support-und-softwarepflege/leistungsbeschreibungen-support-und-softwarepflege/leistungsbeschreibung-basis-support
For recurring questions we offer a large number of articles at https://support.estos.de, otherwise, we recommend contacting the first contact of your reference channel, i.e. your reseller or distributor if you are a reseller. We cannot provide support for third-party products but refer to our compatibility reports/articles/lists.
The estos ticket system
We regularly inform about new articles, advice, and knowledge about our software and the system environment in which our software is used and can be used via our estos Tech Essentials.
Product life cycle
We provide technical support for estos software products that are still in the estos product lifecycle. We provide information about End-of-Sale, End-of-Maintenance, and End-of-Life at: https://support.estos.de/en/produkte/produktlebenszyklus-uebersicht.
For further information, please also refer to our goodwill policy for estos software products that have reached the end of their product life cycle: Product lifecycle: Goodwill policy for estos products in product support at EOM/EOL
Specifications and scope of functions
A performance specification is part of the compatibility report/article/list where an overview is given of the essential functions (functional scope) of the software that would be available if all system requirements were met, taking into account all known usage scenarios. For selected functions, reference is made to specific compatibility reports/articles/lists, usage scenarios, and system requirements.
Without meeting these, our software cannot be used. System requirements are among the deployment scenarios, i.e. no statement is made regarding compatibility, interoperability, or functional scope.
Security relevant notes
The security advisories for estos products stored here are published for vulnerabilities of medium to critical (CVSS 3.1 score 4.0 - 10.0) extent. The notices contain information on the affected products, the criticality of the vulnerability, and recommended measures.
Known problems and limitations
If we become aware of problems and limitations in our software, we record this under Known problems and limitations. The versions of our software for which a solution to the problem/limitation has been found are also recorded here.
- ProCall 7 Enterprise known problems and limitations
- MetaDirectory 5 known problems and limitations
- ProCall Analytics 3 known problems and limitations
- ECSTA 6 known problems and limitations
- ProCall Business known problems and limitations
Support/release in the sense of compatibility and interoperability
We have checked selected functions of our software against third-party products for interoperability.
The reviewed functions are summarized in a compatibility report. The compatibility report may contain further information on the changed scope of functions, deployment scenarios and system requirements.
If, in your view, a compatibility report is missing and not complete or correct, please contact us so that we can verify. An update does not occur automatically when something changes in the third-party product, but only when we have sufficient information that indicates a changed functional scope/behavior.
Our current compatibility reports:
- Overview ECSTA middleware and supported telephone systems – compatibility list
- Overview of supported telecommunication systems for the detection and filtering of SIP lines
- Overview of supported telecommunication systems for ACD functions and status
Deployment scenarios or system environments
Our software can be used in many scenarios for which we have not explicitly checked compatibility, but for which we are aware of the possibility of use, even if compatibility or interoperability may change between use scenarios. For selected deployment scenarios, we provide additional information that addresses, for example, changes in system requirements or functionality.
Test scenarios/test versions/evaluation
In order to test the estos software in certain system environments prior to productive use or purchase, we offer test versions that can be downloaded from the download area and used for evaluation in a test environment. If the test operation proves successful and the software is purchased, a so-called test version can also be subsequently converted into a productive version by importing a license.