atcomsystems.ca/forum Forums TDM Business Telephone Systems Vodavi Telephones & Systems No support for STS/STSe?XTS

Received an email today from Vertical advising that they would no longer provide free support for the products shown above. They will however provide paid support at the rate of $60/half hour. There is nothing more to say about Vertical.

Well, now these forums certainly become more valuable don't they?

Just this week, I was doing an XTS upgrade and my brain went blank. Ricardo gave me the answer in like, 2 seconds! It was quicker than saying "Duh!" We talked for maybe 2 minutes. a $4 bill wouldn't be bad but I suppose there will be a minimum?


Derrick, I think you finally have a way to retire and live in your RV. All you need is your smart phone for overhead and one of those little credit card adapters!

You would think they would have to give free tech support atleast until the warranty's expire. I'm thinking they may have to re-think this one. If they go through with it, this site will start blowing up with questions for sure.

It is shameful how they treat their most successful product lines like red headed stepchildren.

Its all about economics...LG discontinued the XTS hardware platform worldwide due to its cost to produce. The SBX, MBX and its LG counterparts are cheaper to market because one box tries to fit all (not always so good in my opinion...like putting a size 10 foot in a size 9 shoe) but that is the concept. Vertical is now charging for XTS phone support in part to encourage dealers to move to the current lines sooner than later and they are far from the only tech company to charge for incidents. Intuit comes to mind.

What I don't like is Vertical not providing extensive (like the XTS) documentation for any current system thus making us search around in the dark for answers to questions about basic features that phone systems have had for years. I really don't like calling tech support to ask about station group overflow or other questions where I end up saying "the XTS can do this...but how does the ?BX handle this?"....only to be told "Well this isn't an XTS" like I didn't know that already. Explain to me what the ?BX will do in a PDF file with a decent complete index and I won't have to call tech support so much.....is that so unreasonable?

I have learned more about the SBX from reading IPLDk-60 documentation than from the SBX documentation itself. There is a caveat to that, not all functions operate the same or even exist in both systems due to the Vertical tweaks to the operating system.

Have to say that without factory support for free, if we run into the need we will have to somehow charge the customer. Can't say too much on these message boards but, we sold a ton of xts/Sts/xtsc with most still in service. Really makes you consider who can count on.

We can still count on each other for the most part. I usually call tech support for the XTS just to verify what I believe is the cause of a problem and the solution to it.

Other than Ricardo just exactly who at Vertical knows even 10% of what most of us know about the STS/XTS?

I thought that Patrick was still there. Granted, I haven't called there in years, in fact Dave Foster was the last person whom I reached (RIP, Dave).