Acquisition FAQ

Sales

Q. Who will be my primary contact?
A. Alianza has assigned an account manager to every account. You will be notified of your account manager in the coming weeks. If you have any immediate questions, please contact us at ask-sales@alianza.com.

Q. What happens to our current quotes or ongoing negotiations?
A. These engagements will continue with your newly assigned sales representative. To ensure a smooth transition, Alianza will initially operate the Metaswitch business separately, minimizing disruptions during the early post-acquisition phase.

Q. Who do we engage with for new product purchases or license expansions? 
A. You can contact us at ask-sales@alianza.com.

Q. Who do we contact to renew our support contracts? 
A. You can contact us at ask-sales@alianza.com.

Q. Will our existing contracts and terms remain the same? 
A. Yes, all existing Metaswitch contracts remain unchanged.  Additional details on billing information are provided below.

To ensure a smooth transition, we’ll launch a customer listening tour to gather feedback and refine our approach. After closing, our focus will be on understanding customer needs and planning necessary updates. 

Products

Q. What Metaswitch products are included in this acquisition?
A. The products Alianza has acquired include all that are still branded with the Metaswitch name. Click here for a complete list.

Q. Will there be any immediate changes to the current product features or functionality? 
A.  Alianza’s initial focus will be stabilizing the products, support, and customer engagement functions. We expect to deliver product roadmaps in the third quarter of CY 2025, after hearing from Metaswitch customers. The majority of the Metaswitch products are not currently under end-of-sale or end-of-support notices and we are not planning to initiate any at this time. We are also reversing the end-of-sale and end-of-support notices for MaX UC clients and the AMS. Click here to learn more.

Q. What is Alianza's plan to publish an updated roadmap? 
A. Existing roadmap commitments still stand. Updated roadmaps for the portfolio are expected in the third quarter of CY 2025.

Q. What happens to any custom features or configurations we currently have?
A. These will continue to be supported as well, per your original agreement. 

Support

Q. What happens to our existing support agreements and SLAs? 
A. Your existing support agreements and SLAs remain fully intact, with no changes to terms, coverage, or response times.

Q. Will there be any changes to support hours or coverage regions?
A. No, there will be no changes to your support hours or coverage regions. Your existing support availability remains the same.

Q. How will the transition affect my existing support tickets and ongoing issues? 
A. Communications through our Communities ticketing system will continue to operate as usual. However, if you have direct contact details for support personnel via Microsoft email addresses or Teams chat, these will no longer be functional. Please use the communication channels available on the Communities site.

Q. How do we raise a ticket for a new support request?
A. You can continue to submit new support requests as usual through the Metaswitch Communities portal.

Q. What if this is an emergency situation?
A. If you are facing an emergency, please follow the established escalation procedures. Click here to access emergency support instructions.

Q. Will my current support contacts and escalation paths remain the same?
A. Yes, your existing escalation processes remain unchanged. You can determine the team responsible for resolving your product issues by visiting this Communities page.

Q. Will we still have access to product information, and what happens to our existing Communities accounts?
A. Yes. All product information, resources, and support materials will remain available as before. The Communities portal remains fully accessible, and you can continue to log in using your existing credentials. 

Finance

Q: Who will handle billing operations during the transition period? 
A: Microsoft will continue to operate all billing operations for roughly the first 90 days, including sending the same familiar invoice format from the same source with the same payment instructions.

Q: Will there be any changes to the billing contact information during the transition period?
A. The billing contact information will transition to invoices@alianza.com, but the existing billing contact information will remain functional during the transition period. Invoices will provide the current billing contact for any inquiries.

Q: Will the payment remittance instructions be changing?
A: No. The payment processing will be part of the transition so there are no plans to change the payment remittance process that you have been using.

Q: What will happen to existing charges, prepayments, and credits? 
A: All charges, prepayments, and credits will transfer with your account.